Customer Onboarding Specialist – Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee intricate onboarding projects for employer group clients, encompassing new business and renewals.

• Take charge of the complete implementation process from initial intake to post-launch assistance.

• Serve as the main point of contact for clients, producers, third-party administrators, and internal teams throughout the onboarding process.

• Configure rates, benefit plan designs, commission structures, and eligibility criteria in internal administration systems.

• Collaborate with Underwriting, Compliance, Legal, Product, and Technology teams to ensure adherence to regulatory and operational standards.

• Organize and facilitate onboarding meetings, kickoff calls, and stakeholder reviews.

• Monitor system performance and resolve issues during the onboarding phase and thereafter.

• Assist with system testing, documentation, and training for platform updates and enhancements.

• Contribute to efforts aimed at process improvement and optimization of implementation workflows.

• Act as a subject matter expert for group onboarding within the insurance sector.

• Offer mentorship and informal support to junior onboarding specialists.

• Undertake additional responsibilities and special projects as assigned.

⛳️ Requirements

• Minimum of 2 years of experience in insurance operations, customer onboarding, or implementation roles.

• Demonstrated experience in managing B2B client relationships.

• In-depth understanding of insurance product configuration, enrollment, and eligibility processes.

• Outstanding communication skills and strong time management abilities, with a proven capacity to handle multiple complex onboarding projects.

• Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint); experience with policy administration systems or CRM tools is preferred.

• High attention to detail, analytical mindset, and ability to work independently in a remote setting.

• Internal candidates must possess a working knowledge of OnePack Plan and the PetPortal.

• Experience with third-party administrators, payroll systems, or benefit enrollment platforms is preferred.

• Familiarity with pet insurance or voluntary employee benefits is advantageous.

• Experience with software testing and user acceptance testing (UAT) processes is preferred.

• 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 a company-wide wellness day off.

• Paid time off for volunteering at nonprofit organizations.

• Pet-friendly office environment.

• Commuter benefits.

• Group pet insurance.

• On-the-job training and skills development.

• Employee Assistance Program (EAP).