Client and Portability Solutions Specialist

JOB DESCRIPTION

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 - ...