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. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situations.
• Continuous Learning – Demonstrates a desire and capacity to expand expertise develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth.
• Initiative – Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.
• Adaptability – Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course.
• Results Orientation – Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results.
• Values Orientation – Upholds and models Chubb values and always does the right thing for the company, colleagues and customers. Is direct, truthful, and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb.”
• Detail Oriented – Has exceptional attention to detail and focus on accurate and timely delivery.
• Creativity – Possess the ability to analyze a situation and develop an alternative method for handling a situation when traditional methods aren’t successful. 

SKILLS

• Group product knowledge as well as an understanding of insurance and regulatory language. 
• Demonstrated analytical skills and knowledge base to consult with customers on insurance products.
• Excellent interpersonal and communication skills both verbal and written, good presence, strong team player, encouraging, diplomatic and flexible with the ability to listen well, be persistent and patient in endeavoring to fully understand customer needs.
• Ability to work independently and make good decisions consistent with divisional objectives and handle conflict with minimal oversight.
• Ability to prioritize and manage customer expectations amongst competing priorities. 
• Proficiency in Adobe Pro and 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.