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Independence Pet Group · 1 day ago

Customer Onboarding Specialist - Associate

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Independence Pet Group is a corporate holding company managing a diverse portfolio of modern pet health brands and services. They are seeking a Customer Onboarding Specialist to ensure a seamless onboarding experience for new and renewing group insurance clients, driving operational excellence and client satisfaction across all lines of business.

Pet

No H1B

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

Qualification

Insurance operations experienceB2B client relationship managementProject management skillsMicrosoft Office proficiencyBenefit configurationAnalytical mindsetCommunicationAttention to detail

Required

3+ years of experience in insurance operations, customer onboarding, or implementation roles—preferably within group benefits, health insurance, or pet insurance

Proven experience managing B2B client relationships, preferably in the employer group or broker/TPA environment

Deep understanding of insurance product setup, enrollment, and eligibility processes

Excellent communication and project 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

U.S. residency required