Samantha Balin

About Samantha Balin

Samantha Balin brings clients the benefit of more than 25 years of personal insurance expertise. As Head of Customer Experience at Bulwark.ai, she curates a client experience that aligns an effortless AI experience with insurance expertise and oversight.A native of the midwest, Samantha moved to Seattle in 2002 to attend the University of Washington. Licenced as an Insurance Producer in Washington since 2002, Samantha is has held a number of leadership positions, developing and training some of the Seattle-area\'s best customer service and sales agents. Most recently she was Vice President and Senior Client Advisor at Marsh Private Client Services Seattle, Samantha provided family offices and high net worth clients throughout the country with sophisticated insurance consultation and advice to help protect their tangible assets from loss and their personal wealth from liability risk. She has an extensive knowledge of insuring high value property, including jewelry, art & wine collections, high limits of liability, course of construction risks, and earthquake and flood risks. Samantha has attended by invitation AIG\'s Private Client Group University, has completed her Certified Insurance Counselor (CIC) designation, and is an active member of the Private Risk Management Association (PRMA).Active in the community, Samantha volunteers with Girl Scouts. She enjoys yoga, reading, wine and cooking in addition to spending time with her husband and daughter.Specialties: Insurance sales and service, development and implementation of learning programs, project design and scope, leadership

Experience

1. Head of Customer Experience

   Bulwark

   Feb 2026 — Present · Seattle, WA, US

   Collaborating to build the design and delivery of the end-to-end customer experience at an AI-native independent insurance agency serving high-net-worth individuals and families.Responsible for ensuring that complex risk, underwriting nuance, and elevated client expectations are met with clarity, precision, and advocacy—leveraging technology to enhance, not replace, expert judgment.Key responsibilities include-Designing and scaling a high-touch, trust-centered client experience across the full insurance lifecycle-Elevating underwriting and placement precision through disciplined processes, data, and expert review-Building and strengthening strategic carrier relationships in the high-net-worth marketplace-Translating real-world insurance expertise into systems, workflows, and tools that support advisors and clients-Partnering cross-functionally with leadership, product, and technology teams to align CX strategy with business growth-Establishing standards, metrics, and feedback loops to ensure consistency, quality, and continuous improvement-Focused on building credibility and operational excellence in an early-stage environment where trust, judgment, and execution matter as much as innovation.

Education

• University of Washington

  Certification, Training Specialist

  2007 — 2008

• University of Washington

  Bachelor of Arts, English

  2004 — 2007

Skills

• Analysis
• Leadership
• Employee Benefits
• Umbrella Insurance
• Performance Management
• Employee Training
• Call Centers
• Human Resources
• Commercial Insurance
• Insurance
• Microsoft Office
• Sales
• Sales Management
• Training & Development
• Management
• Insurance Brokerage
• Marketing
• Team Leadership
• Property & Casualty Insurance
• Process Improvement
• Customer Service
• Training
• General Insurance
• Casualty
• Underwriting
• Liability
• Outlook
• Casualty Insurance
• Risk Management