Client and Portability Solutions Specialist

Combined Insurance, a Chubb Company, is seeking a Client and Portability Solutions Specialist to join our fast-paced, high energy, growing company. Chubb Workplace Benefits (CWB) is a leading provider in supplemental accident, critical illness, hospital indemnity, disability, and life insurance products and we are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY

The Client & Portability Solutions Specialist is responsible for timely and accurate entry and maintenance of Group Case information, Master Policy and Certificate fulfillment, Portability & Conversion communications, as well as processing portability requests timely and accurately based on the portability and conversion provisions outlined in the certificate of insurance.    

The Specialist will coordinate with internal and external partners to ensure appropriate regulatory guidelines and processes are followed to meet contractual obligations. In addition, the Specialist will assist the Portability Solutions Consultant in the development and maintenance of process documentation, tools, templates, and participate in projects requiring subject matter expertise and user acceptance testing relating to implementation of new products and system enhancements. 

This position requires strong group product and contract knowledge, as well as strong relationship management, critical thinking and problem-solving skills, organization, and consultative communication style to meet the diverse needs of our brokers and employer groups. 

RESPONSIBILITIES 

• Engages in projects with internal business and IT teams that affect Installation Team processes and procedures. This includes, but is not limited to, helping with requirements, testing, and sign off recommendations for the business.
• Assists the team with complex group setup and amendment tasks and audits group set up and master policy creation for accuracy. 
• Contributes to daily and weekly team huddles with a focus on the skill of group setup and amendments including discussion on best practices, resolution of problems and issues, and ensuring the best possible customer experience.
• Monitors the performance and work quality from the supporting IM, GUW, and NB teams to ensure the Installation team is receiving quality, timely work, and assistance from these teams. 
• Involved in and assists with escalation management for the installation team and assists as a point of contact for issue identification and resolution for day-to-day amendment requests.
• Identifies and recommends amendment operational improvements to increase efficiencies. 
• Consult with internal teams; including compliance, legal, and product teams, while representing Worksite Operations to assist with establishing and maintaining the portability and conversion structure and process.
• Demonstrate a solid knowledge of CWB’s products, contracts, and services including administration and billing. 
• Develop and maintain termination file specifications and SFTP set-up coordination with technology partners representing clients who have been approved for managed portability services. 
• Perform the continuation notification letter process, including portability eligibility review, file formatting and execution of mail merge letter creation to determine accuracy of eligibility and external communication. 
• Fulfill contractual obligations of required external communication on behalf of our clients.
• Deliver exceptional, timely and accurate customer service when addressing portability and conversion inquiries from our external and internal partners.
• Accountable for processing 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.
• Assist with development and maintenance of installation-amendment and portability and conversion standard operating procedures, including related communication and education materials to provide support and direction to the Operations teams and partners. 
• Participate in projects relating to group set up and maintenance, and portability and conversion, including user acceptance testing, requirements gathering and production support, as needed. 

COMPETENCIES

• Relationship-Builder – Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset.
• Problem Solving – Takes an organized and logical approach to thinking through problems and complex issues. Simp