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.
• Bachelor’s degree or equivalent experience required.