Client Onboarding Specialist

About Plum

Plum is an employee insurance and health benefits platform focused on making health insurance simple, accessible and inclusive for modern organizations.

Healthcare in India is seeing a phenomenal shift with inflation in healthcare costs 3x that of general inflation. A majority of Indians are unable to afford health insurance on their own; and so as many as 600mn Indians will likely have to depend on employer-sponsored insurance.

Plum is on a mission to provide the highest quality insurance and healthcare to 10 million lives by FY2030, through companies that care. Plum is backed by Tiger Global and Peak XV Partners.

About the Role

You would help employees and employers use their health insurance and health benefits in the most seamless way possible. You understand the importance of customer success and you take pride in going over and beyond to help your customers. You always put your customer first. You have a strong communication skill, and you are passionate about helping people. You can think on the feet to come up with creative solutions for customer issues.

Role Responsibilities

• Act as the primary point of contact for customers during the onboarding journey

• Maintain frequent, proactive, and clear communication with customers via email, chat & call

• Build strong working relationships with insurer operations teams

• Coordinate with internal teams like Sales, Account Management, Support, Claims, Endorsements, etc., to resolve onboarding-related gaps

• Ensure high accuracy in all onboarding data shared with insurers and internal systems. Errors should be minimal.

• Identify patterns in process gaps and suggest process improvements

• Ensure the organisation's onboarding journey is completed within defined turnaround times (TATs)

• Address customers' concerns with empathy and urgency

• Follow and execute SOP for onboarding with zero deviations

• Conduct effective training sessions with key stakeholders, decision makers, and employees on using the product/app

• Develop a deep level of understanding and knowledge of the entire product, systems, and processes

• Maintain high levels of customer satisfaction during and post onboarding

• Drive 100% customer retention by delivering extraordinary service

Skills & Competencies:

• Strong written and verbal communication

• High attention to detail and accuracy

• Ability to manage multiple onboarding cases in parallel

• Stakeholder management across customers, insurers, and internal teams

• Customer-first mindset

• Ownership and accountability

• Calm and structured problem-solving

• Ability to work well under timelines and pressure

Role Requirements

• You should have at least 2 - 5 years of experience in Customer Success /Client servicing/Relationship Management

• You should possess great command of English (both oral and written)

• You should be comfortable using modern tools like Intercom, Slack, Google Suite, Hubspot

• If you come from a startup background, it will be plus

• You have good amount of experience and expertise in dealing with data handling on Excel