Customer Onboarding Specialist Jobs

Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands supports insurance for more than 600,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job Summary:

We are committed to being a leader and innovator in the pet insurance industry with the sole focus of increasing pet health and wellbeing. We are seeking a bright, well-organized, detail oriented, articulate, and customer-facing individual to be responsible for system set up, onboarding and administration of new and renewal employer groups, and working with third party benefit administration and payroll vendors.

Job Location: Remote work is not available in AK, MT, HI (US) and Quebec, Nunavut, NW Territories, Yukon (Canada)

Main Responsibilities:

• Communicate the company’s enrollment and eligibility rules to the HR and Payroll Departments of employer group customers
• Oversee and monitor daily eligibility transactions, such as employee terminations and enrollments which occur at initial open enrollment, when employees are newly hired and year-round special enrollments
• Respond to customer questions and inquires via e-mail, phone communication and Teams
• Interact with internal departments and external business contacts, including technology vendor, insurance producers, benefits administration and payroll companies, and administrators
• Monitor performance and overall functionality of the company’s software administration system and participate in the testing and roll-out of new enhancements
• Schedule, host and run implementation meetings with employer groups, distribution partners, insurance producers and technology vendors
• Configure new and renewal business rates, benefit plan designs, commission percentages within the company’s software administration system
• Perform tasks required to accomplish the set-up, onboarding and ongoing administration of new and renewal employer group customers which includes coordinating implementation activities, creating and gathering all required forms and documents to build cases within the company’s software administration system, and handle census/ enrollment files
• Cross-train with internal teams
• Follow the established onboarding process for setting up new customers
• Perform other duties as assigned

Qualifications:

• Self-motivated with a passion for collaborating in a team environment to achieve business goals and customer satisfaction
• Experience within the employer group voluntary benefits market is preferred
• Minimum of 5 years professional experience in banking, financial services, insurance or other relevant field
• Team-focused
• Strong attention to detail and quality of work with emphasis on process, efficiency, and customer service
• Knowledge of MS Windows and MS Office products with ability to quickly learn a variety of internal business systems
• Excellent written and oral communication and organizational skills, including the ability to multi-task and manage time efficiently

Benefits:

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

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