[Hiring] Customer Onboarding Specialist @Independence Pet Group

Role Description

PetPartners Inc. is seeking a Customer Onboarding Specialist- Associate who will report to the Manager, Operations Business Processes. The Customer Onboarding Specialist- Associate is responsible for ensuring a seamless onboarding experience for new and renewing group insurance clients, driving operational excellence and client satisfaction across all lines of business. The ideal candidate will bring insurance-specific expertise and experience in group implementation, benefit configuration, and partner communications. This individual will serve as a cross-functional liaison between clients, technology partners, producers, and internal stakeholders to manage the end-to-end onboarding and implementation process for group pet insurance and employer-sponsored offerings.

Main 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Expected Hours of Work

This is a full-time position: Days and hours to be determined by needs of business. Hours to be determined between employee and director.

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).

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