Job Summary
JOB DESCRIPTION
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.
- Bachelor’s degree or equivalent experience required.
The pay range for the role is $60,000 to $70,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found on our careers website . The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled
