Customer Onboarding Specialist - Associate

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
Job Summary:

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.

Job Location: Remote – USA

Main Responsibilities:

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Lead complex onboarding initiatives for employer group customers, including new business and renewals.

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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.

Basic Qualifications:

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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