CLIENT ONBOARDING SPECIALISTS (must be Life, Health, Accident/Sickness licensed)

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POSITION SUMMARY:

As a Client Onboarding Specialist (COS) at Decisely, you will serve as the first point of contact and a trusted partner for new clients in the employee benefits space. You will lead them through a smooth onboarding process, equipping them with the knowledge and tools to confidently use the Decisely insurtech platform. This role is critical in ensuring successful initial implementation, platform adoption, and preparation for long-term client success.

KEY RESPONSIBILITIES:

Project Management

• Lead and manage the end-to-end onboarding of newly acquired clients.
• Create and execute detailed onboarding plans, ensuring milestones are tracked and met.
• Serve as the primary point of contact during onboarding, delivering status updates and action items.

Open Enrollment Support

• Guide clients and their employees through the open enrollment process.
• Ensure all eligibility data is accurate and complete.
• Provide reminders and tracking for benefit selections and key deadlines.

Carrier & Vendor Setup

• Coordinate the accurate and timely completion of carrier and vendor setup forms.
• Liaise with carriers to ensure prompt integration and approvals.

Platform Training & Enablement

• Conduct onboarding and training sessions (live or recorded) for HR teams and employees.
• Provide guidance on navigation, enrollment workflows, and reporting features.

Issue Resolution & Client Support

• Identify and troubleshoot onboarding issues proactively.
• Serve as a liaison between internal departments (technical, benefits, operations) to resolve escalated concerns.

Documentation & Process Optimization

• Maintain detailed onboarding notes, client documents, and plan data.
• Contribute to process documentation and SOP updates for continuous onboarding improvements.

Continuous Learning & Product Fluency

• Stay up-to-date with Decisely platform updates and insurtech industry developments.
• Suggest and implement improvements to enhance onboarding success rates.

Collaboration & Handoff

• Coordinate closely with Sales, Implementation, and Account Management teams.
• Ensure a timely and smooth handoff to long-term Account Managers post-onboarding.

KEY COMPETENCIES:

Client-Centric Mindset – Builds trust and rapport whilst advocating for client success!

Technical Aptitude – Comfortable using cloud platforms, HRIS/benefits tech, and digital tools.

Project Management – Highly organized wit the ability to manage multiple onboarding timelines.

Communication Skills – Clear, professional, and proactive in verbal and written communication skills.

Problem Solving – Anticipates and resolved challenges creatively and effectively.

Attention to Details - Ensures accuracy in documentation, setup, and client data.

Team Collaboration – Works cross-functionally with sales, product, and account teams.

Adaptability – Embraces platform changes, process evolution, and fast-paced environments.

REQUIRED QUALIFICATIONS/EDUCATION, SKILLS AND/OR EXPERIENCE:

• Bachelor’s degree in a related field.
• 5+ years of project management and client success experience.
• Life & Health Insurance License required.
• Experience managing direct reports and cross-functional teams.
• Project Management certification preferred (PMP, CAPM).
• Proficiency in project management tools (Jira, SmartSheet, BaseCamp).
• Strong working knowledge of Microsoft Office Suite.
• Knowledge of employee benefits and compliance (ERISA, COBRA, HIPAA, ACA) is a plus.
• Strong leadership and coaching ability.
• Proven experience in balancing Agile and traditional project management methods.
• Excellent communication and interpersonal skills.
• High attention to detail and strong organizational skills.
• Ability to manage multiple projects in a fast-paced, client-focused environment.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required. To foster collaboration and team spirit, and although this is primarily a remote position, there is occasion when you will be required to come into the office for meetings and team building activities as well as travel to our various offices for meetings and team building activities. 

WORK ENVIRONMENT & ENVIRONMENTAL CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk.