The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management. The Client Service Specialist, Employee Benefits operates as a resource to the Employee Benefits group, Advisors, clients, insurance company partners and prospects by providing a prompt, efficient and high-quality service. They are willing to build and maintain colleague relationships, face new opportunities, and learn and research independently when needed. POSITION SUMMARY: - The Client Service Specialist, Employee Benefits operates as a resource to the Employee Benefits group, Advisors, clients, insurance company partners and prospects by providing a prompt, efficient and high-quality service. They are willing to build and maintain colleague relationships, face new opportunities, and learn and research independently when needed. PRIMARY RESPONSIBILITIES: - Maintains a concern for accuracy, timeliness and completion when interacting with clients, the firm and insurance company partners to minimize potential for errors and omissions claims while demonstrating strong organizational skills with a high attention to detail. - Produces required reports and extracts from appropriate agency management system(s). - Receives and maintains benefits administration requests from assigned accounts including eligibility management items such as adds, changes and terminations in benefit administration systems. - Provides secondary Employee Care Center support for all Employee Benefits group clients. - Provides claims advocacy for clients. - Assists with collating EBG presentations and marketing materials. - Is responsible for client enrollment kit fulfillment that involves revising necessary materials, printing, scheduling with clients, and presenting the open enrollment meetings, in person or via e-presentation. - Generates external communications, including but not limited to benefit administration, claims, renewals, evidence of insurability, COBRA, and client concerns, as needed. - Cultivates strong relationships with insurance company partners. - Responsible for knowing the requirements and attributes of all insurance company partners while maintaining in-depth knowledge of the company and their website resources. - Is available as a secondary resource to clients if primary resource and/or team is unavailable. - Maintains compliance documents and performs updates to them when necessary. - Responsible for communications and providing printed materials to clients, employees, and vendors, with regards to COBRA renewals. - Responsible for communications and providing printed materials to the Employee Benefits group, insurance company partners, and clients, about the renewal process - Conducts effective enrollment meetings, as needed. - Looks for opportunities to improve the firm, Business Segment and processes. - Brings issues and discrepancies to the attention of appropriate leadership. EDUCATION AND EXPERIENCE REQUIREMENTS: - Certification(s): None required; None preferred - License(s): Maintains all licenses as required by the State Department of Insurance to provide service, consultation, and financial risk transfer solutions in states where the firm functions or be willing and able to obtain all required licenses within the first 90 days of employment required; Maintains all licenses as required by the State Department of Insurance to provide service, consultation, and financial risk transfer solutions in states where the firm functions or be willing and able to obtain all required licenses within the first 90 days of employment preferred KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: - Strong presentation skills, both verbal and written communications. - Capacity to manage multiple tasks while using strong reasoning and analytical skills. - Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture TECHNICAL, COMPUTER, AND SYSTEM-SPECIFIC SKILLS REQUIRED: - Intermediate to advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) - Ability to learn any other appropriate program or software system used by the firm as necessary OTHER REQUIREMENTS: - None SPECIAL WORKING CONDITIONS: - Fast paced multi-tasking environment - Travel may be required. IMPORTANT NOTICE: - This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons. EEOC (STATEMENT): - BRP is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct. PRIMARY RESPONSIBILITIES & PERCENTAGE OF TIME PER PRIMARY RESPONSIBILITY: - Maintains a concern for accuracy, timeliness and completion when interacting with clients, the firm and insurance company partners to minimize potential for errors and omissions claims while demonstrating strong organizational skills with a high attention to detail. - Produces required reports and extracts from appropriate agency management system(s). - Receives and maintains benefits administration requests from assigned accounts including eligibility management items such as adds, changes and terminations in benefit administration systems. - Provides secondary Employee Care Center support for all Employee Benefits group clients. - Provides claims advocacy for clients. - Assists with collating EBG presentations and marketing materials. - Is responsible for client enrollment kit fulfillment that involves revising necessary materials, printing, scheduling with clients, and presenting the open enrollment meetings, in person or via e-presentation. - Generates external communications, including but not limited to benefit administration, claims, renewals, evidence of insurability, COBRA, and client concerns, as needed. - Cultivates strong relationships with insurance company partners. - Responsible for knowing the requirements and attributes of all insurance company partners while maintaining in-depth knowledge of the company and their website resources. - Is available as a secondary resource to clients if primary resource and/or team is unavailable. - Maintains compliance documents and performs updates to them when necessary. - Responsible for communications and providing printed materials to clients, employees, and vendors, with regards to COBRA renewals. - Responsible for communications and providing printed materials to the Employee Benefits group, insurance company partners, and clients, about the renewal process - Conducts effective enrollment meetings, as needed. - Looks for opportunities to improve the firm, Business Segment and processes. - Brings issues and discrepancies to the attention of appropriate leadership. MANAGEMENT AND SUPERVISORY SCOPE: - Insert FINANCIAL AND BUDGET ACCOUNTABILITY: - Yes/No Click here for some insight into our culture! The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.

About Upstart At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence. As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress. We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you. If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you. The Team: The Home Lending Operations team at Upstart is building a borrower experience that is clear, accessible, and human—from the very first interaction through to loan funding. While most of the loan lifecycle is handled by pod-based specialists, the Customer Experience (CX) team plays a pivotal role in guiding potential borrowers and early-stage applicants through the process. This team is instrumental in reducing reliance on traditional call centers by providing proactive, personalized support via phone, email, and chat. As a Customer Experience Specialist, you’ll be the first point of contact for individuals exploring or applying for a home lending product. You’ll answer questions, resolve concerns, and ensure early-stage interactions reflect Upstart’s mission of delivering an effortless credit experience. You’ll also handle escalations from across the operation, requiring empathy, professionalism, and sound judgment. How you’ll make an impact - Answer inbound calls from prospective borrowers and applicants whose files have not yet been assigned to a processing pod, guiding them through next steps and answering product questions. - Respond to inbound email inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely information. - Take ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelines. - Support funnel conversion by proactively identifying and addressing common applicant questions or pain points. - Maintain accurate notes of all borrower interactions in tools such as Salesforce and Vesta to ensure visibility and alignment across teams. - Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends. - Collaborate with Pods, Training, and Quality teams to ensure consistency across all borrower touch points. Minimum Qualifications - 1–2 years of experience in customer service, call center, or borrower support within a financial services or fintech environment. - Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally. - Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism. - Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms). - Ability to work standard hours (9 AM – 5:30 PM EST) and occasional weekends as business needs evolve. - Reside within 60 miles of Columbus, OH, and able to work from the office at least two days per week. Preferred Qualifications - Experience in mortgage, home equity, or consumer lending operations. - Familiarity with front-line customer support tools and knowledge management platforms. - Experience in early-stage applicant engagement or lead nurturing. - Comfort working in high-growth, change-oriented environments where feedback loops are fast and frequent Position location This role is available in the following locations: Columbus, Ohio In-Office requirements. You will be required to work from the Eastion, Ohio office 2 days per week Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time. #LI-Entry This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law. Columbus, OH - Anticipated Hourly Rate Range $25.48—$25.48 USD What you'll love At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect: - Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly - Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year - Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees - Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose - Health Savings Account contributions from Upstart for eligible plans - Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage - Paid time off, sick and safe time, and company holidays - Paid family and parental leave to support caregiving and major life moments - Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving - Employee Assistance Program (EAP) offering mental health support and life-centered resources - Financial wellness resources, including access to financial planning tools and a financial concierge service - Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you - Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from - Connection and community through team events and onsites, all-company updates, and employee resource groups (ERGs) - Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!). Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices. If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com https://www.upstart.com/candidate_privacy_policy

• аналіз поведінки бази користувачів та окремих сегментів для формування максимально релевантних пропозицій • розробка логіки, запуск та контроль регулярних автоматизованих та календарних кампаній з утримання та розвитку клієнтів відповідно до цілей та KPI компанії • розробка та впровадження персональних пропозицій залежно від етапу життєвого циклу (LTV): онбординг, розвиток, утримання, повернення (churn prevention та win-back) або особливостей поведінки сегменту користувачів • проведення A/B тестування продуктових та маркетингових гіпотез, оцінка результатів та імплементація успішних рішень • формування технічних завдань (ТЗ) для суміжних та крос-функціональних підрозділів (дизайн, копірайтинг, розробка) для реалізації retention-кампаній • розробка та ведення календаря retention-активностей (комунікаційного плану) • аналіз та оптимізація воронки утримання, контроль ефективності кампаній через комунікаційні канали, виконання КРІ за метриками: OR, CTOR, Delivery Rate, Conversion Rate, ARPU, Retention Rate, а також RFM-аналіз • реалізація кросс-функціональних проєктів з утримання клієнтів • моніторинг та звітність щодо виконання планових показників • робота з результатами досліджень та аналітики для коригування стратегії та CJM • участь у крос-функціональних групах щодо розвитку продукту

What The Role Is: In this Remote Customer Service/Sales Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer’s business. The Retention Specialist’s number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. A successful retention specialist gets it right the first time by making a situation right and reducing the need for repeat calls or escalations. This position is fully onsite at our Knoxville location during training then will be fully remote once graduated from training: 10620 Kemp Fain Ln Knoxville, TN 37932 What’s In It For You: - Culture is Everything! You are not joining a company – you are joining a family who all share the same goal - Saving Lives. - Development, Development, Development! - We are serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally! - ADT - It’s an Experience! We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun! Job Expectations: - You will work in a dynamic, collaborative environment, working closely with customers and coworkers. - Utilize customer service and sales experience daily - Save the business by re-selling customers on the value of ADT and what matters most. - Must have sales experience, you will be expected to persuade and upsell customer while reducing customers frustration and displeasure to ultimately saving customers. Escalated calls are a high % of the calls you will receive. - Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation and professionalism to ensure the best customer experience. - Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell. - Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer’s concern. - Retain long-term business for ADT through customer service commitments. Provide the right solution to save the Customer. - Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution. - Consistently improve performance and achieve your goals. - Ability to multitask; Use several tools (10 plus) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment. - Maintain knowledge of ADT policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies. Job Requirements: - Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 8-12 weeks. Any time missed effects your success. - Private, undisturbed place to work from home, free from any distractions - Designated distraction-free place to work from home - High speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC - 5G Home Internet and Fixed wireless internet are not accepted providers. - Internet Speeds of at least 50mbps to download and 25mbps to upload. How Will You Train: - This role has onsite training required at our Knoxville, TN office - During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful. - Your learning journey is focused on product knowledge, selling/saving, competition and systems training. - Our training program focuses on training that equips you to be the expert within ADT to ensure you meet and exceed your sales targets, which increases your bonus potential. - We provide development to advance your career with other internal roles and opportunities for your long-term success. We’re looking for someone with these skills: - The ability to work with numerous screens and programs open to help resolve customer issues. - Experience in Sales, Customer Retention, Customer experience, and retaining customers’ loyalty to a product or service - Be able to interpret contracts and communicate terms and conditions - Perform quick calculations - Active listening - Negotiation Skills Knowledge, Skills and Abilities: - 2 plus years: in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance - 2 plus years: Call Center Customer Service / Sales Experience - High school diploma, GED, college degree or some college experience Schedule: - Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off! Training: - This role is required onsite training at our Knoxville, TN location for 9 weeks before transitioning to a remote work from home. Candidates must reside 30-miles from Knoxville, TN site location for onsite training before transitioning to remote. Knoxville, TN office: 10620 Kemp Fain Ln Knoxville, TN 37932 Pay and Benefits: - Paid Training - Full benefits on the 1st of the month after 31days of employment - Energetic and engaging work environments - Medical, Dental, Vision, 401(k) with employer matching - Paid vacation time - Tuition reimbursement, employee referral bonuses - A culture of coaching, development, and career growth opportunities Pay and Benefits Disclosure: - The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment. (You will receive incremental increases of .50 every 30 days until the rate of $21.00 is reached). - We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays. The anticipated end date for application submission is 5/15. The role is scheduled to start 6/22/26 Why Choose ADT? At ADT it’s more than a job, it’s a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers are united under one noble purpose, we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck, you’re in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive and ambition, using and developing our talents for good at work, home and our communities. Check out more about life at ADT here. Company Overview: ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT ​ Check out more about life at ADT here.