Customer Onboarding Specialist - Associate

Summary

Independence Pet Group is a pet health company offering insurance and related services. The company is seeking a Customer Onboarding Specialist - Associate to manage end-to-end onboarding and implementation for group pet insurance and employer-sponsored offerings, coordinating with clients, partners, producers, and internal stakeholders. The role also supports configuration, testing, troubleshooting, documentation, training, and process improvement.

Responsibilities

• Lead complex onboarding initiatives for employer group customers, including new business and renewals
• Own the end-to-end implementation process—from intake to post-launch support—ensuring a smooth transition into ongoing administration
• Act as the primary point of contact for clients, producers, TPAs, and internal teams during onboarding
• Configure rates, benefit plan designs, commission structures, and eligibility rules in internal administration platforms
• Collaborate with Underwriting, Compliance, Legal, Product, and Technology teams to ensure all implementation elements meet regulatory and operational standards
• Schedule and lead onboarding meetings, kickoff calls, and stakeholder reviews with internal and external contacts
• Proactively monitor system performance and troubleshoot issues during onboarding and beyond
• Support system testing, documentation, and training for new platform releases and enhancements
• Contribute to process improvement efforts, identifying opportunities to streamline implementation workflows and improve customer experience
• Serve as a subject matter expert for group onboarding within the insurance vertical
• Provide mentorship and informal guidance to junior onboarding specialists
• Additional duties and special projects as assigned

Skills

• 2+ years of experience in insurance operations, customer onboarding, or implementation roles
• Proven experience managing B2B client relationships
• Deep understanding of insurance product setup, enrollment, and eligibility processes
• Excellent communication and strong time management skills with demonstrated ability to manage multiple complex onboarding projects
• Strong proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with policy admin systems or CRM tools preferred
• High attention to detail, analytical mindset, and the ability to work independently in a remote environment
• Internal Candidates must have working knowledge of OnePack Plan and the PetPortal
• Experience working with third-party administrators, payroll platforms, or benefit enrollment systems
• Familiarity with pet insurance or voluntary employee benefits is a plus
• Experience with software testing and UAT processes
• Ability to influence cross-functional stakeholders and lead meetings with clients and executives

Qualifications

Must Haves

• 2+ years of experience in insurance operations, customer onboarding, or implementation roles
• Proven experience managing B2B client relationships
• Deep understanding of insurance product setup, enrollment, and eligibility processes
• Excellent communication and strong time management skills with demonstrated ability to manage multiple complex onboarding projects
• Strong proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with policy admin systems or CRM tools preferred
• High attention to detail, analytical mindset, and the ability to work independently in a remote environment
• Internal Candidates must have working knowledge of OnePack Plan and the PetPortal

Nice to Haves

• Experience working with third-party administrators, payroll platforms, or benefit enrollment systems
• Familiarity with pet insurance or voluntary employee benefits is a plus
• Experience with software testing and UAT processes
• Ability to influence cross-functional stakeholders and lead meetings with clients and executives

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)