Customer Onboarding Specialist

Job Description

Customer Onboarding Specialist

Senior Analyst - Knowledge Services

In this role, you will support brokers using a digital self-service platform for quote, bind, submission, and policy-servicing activities. The role manages broker inquiries and service requests from initial contact through closure, including user-access support, transaction guidance, issue triage, virtual walkthroughs, and follow-up on outstanding actions.

Working across brokers, underwriting, operations, and technology teams, the specialist delivers timely resolutions, maintains accurate service records, and identifies opportunities to improve the broker experience, platform adoption, and operational performance.

Key Responsibilities:

Broker Support and Service Management

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• Serve as the primary contact for broker inquiries related to platform access, navigation, submissions, quotes, binding, account management, and policy servicing.
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• Manage requests received through email and created in ServiceNow, including triage, prioritization, investigation, status communication, escalation, resolution, and closure.
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• Maintain complete case notes and resolution records while meeting defined service levels and quality standards.
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• Take end-to-end ownership of assigned requests and coordinate complex issues with underwriting, operations, or technology teams.
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Access Administration and Broker Enablement

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• Process broker access requests, onboarding activities, profile updates, and access changes in accordance with approved security procedures.
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• Troubleshoot login, authentication, and account issues, escalating where specialist intervention is required.
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• Conduct virtual platform walkthroughs and support brokers in using self-service features and transaction workflows.
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• Create and maintain practical support materials, FAQs, and knowledge articles.
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Workflow Monitoring and Stakeholder Coordination

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• Monitor pending broker actions, incomplete submissions, missing documentation, outstanding requirements, and aging work items.
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• Proactively follow up with brokers and internal teams to progress quote, bind, submission, and servicing activities.
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• Coordinate resolution of transaction-related issues without making underwriting decisions.
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• Provide clear, timely updates and manage escalations and stakeholder expectations professionally.
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Continuous Improvement and Reporting

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• Analyze ticket volumes, recurring issues, and service trends to identify root causes and improvement opportunities.
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• Recommend enhancements to workflows, knowledge content, service delivery, and the broker experience.
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• Support operational reporting and initiatives that improve resolution times, quality, self-service adoption, and customer satisfaction.
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Basic Qualifications:

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• High School Diploma or GED
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• At least 6 years of relevant experience
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Preferred Qualifications:

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• Commercial or specialty insurance experience and knowledge of broker distribution.
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• Understanding of submission, quote-to-bind, underwriting-support, and policy-servicing processes.
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• Experience supporting a digital self-service platform or customer portal.
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• Exposure to global delivery or shared-services operations.
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Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 38 delivery centers in 13 countries spread across 5 continents, with 60,966 employees from 104 nationalities, as of September, 2025.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.