Client and Portability Solutions Specialist

JOB SUMMARY The Client & Portability Solutions Specialist is responsible for the timely and accurate entry and maintenance of Group Case information, Master Policy and Certificate fulfillment, and Portability & Conversion communications. The Specialist processes portability and conversion requests in accordance with certificate provisions and supports the CAPS team in delivering high-quality service and compliance. The Specialist coordinates with internal and external partners to ensure regulatory guidelines and processes are followed and assists the Client & Portability Solutions Consultant with process documentation, tools, templates, training, reporting, and project work, including user acceptance testing for new products and system enhancements.

RESPONSIBILITIES

• Accurately process and maintain Group Case set-up, amendments, and Master Policy fulfillment, ensuring all documentation and data entry meet regulatory and contractual requirements.
• Execute timely and accurate processing of portability and conversion requests, including eligibility review, document preparation, and final delivery.
• Coordinate with internal teams (compliance, legal, product, technology) to support the establishment and maintenance of portability and conversion structures and processes.
• Develop and maintain termination file specifications and SFTP set-up coordination with technology partners for managed portability services.
• Analyze and manage the continuation notification letter process, including eligibility review, file formatting, and mail merge letter creation for accurate external communication.
• Fulfill contractual obligations for required external communications on behalf of clients.
• Deliver exceptional customer service by addressing portability, conversion, group set-up, and amendment inquiries from internal and external partners.
• Accountable for reporting and administration of all portability and conversion requests from inquiry through completion, including final document delivery.
• Establish and build cohesive partnerships with internal and external customers to support CAPS team objectives.
• Assist the Client & Portability Solutions Consultant in developing and maintaining standard operating procedures, communication, and education materials for the CAPS team and partners.
• Participate in projects related to group set-up, amendments, portability, and conversion, including requirements gathering, user acceptance testing, and production support.
• Support continuous improvement by identifying process enhancements and sharing best practices with the CAPS team.

COMPETENCIES

• Relationship-Builder: Builds strong working relationships and a positive work environment; maintains an exceptional client service mindset.
• Problem Solving: Takes an organized and logical approach to complex issues; develops insights and solutions.
• Continuous Learning: Demonstrates a desire to expand expertise, develop new skills, and grow professionally.
• Initiative: Proactively meets objectives and goes the extra mile with minimal supervision.
• Adaptability: Effectively prioritizes and redirects efforts in response to changing circumstances.
• Results Orientation: Drives for outcomes and takes accountability for results.
• Values Orientation: Models Chubb values; acts ethically and fosters collaboration.
• Detail Oriented: Maintains exceptional attention to detail and accuracy in all deliverables.
• Creativity: Develops alternative solutions when traditional methods are not successful.

SKILLS

• Demonstrated analytical skills and knowledge base to consult with customers on insurance products.
• Excellent interpersonal and communication skills, both verbal and written; strong team player, diplomatic, and flexible.
• Ability to work independently and make sound decisions consistent with divisional objectives.
• Ability to prioritize and manage customer expectations among competing priorities.
• Advanced Excel experience is preferred.

EDUCATION AND EXPERIENCE

• Minimum of three years of insurance industry knowledge and experience in implementation, account management, or project management is required. Voluntary/Worksite marketplace experience preferred.
• Minimum of three years of experience successfully managing projects and/or stakeholders with and without direct authority strongly preferred.
• Bachelors degree or equivalent experience required.

OUR BENEFITS As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:

• Health insurance
• Dental insurance
• Tuition reimbursement
• A company-match 401(k) plan
• Disability insurance
• Life insurance
• Employee referral bonuses

ABOUT COMBINED INSURANCE Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combineds twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.

ABOUT CHUBB Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

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