About the role

Member Experience Agent managing escalated pet insurance policyholder issues at Fetch. Providing guidance, mentorship, and modeling best communication practices for customer education.

Responsibilities

Manage complex, escalated, and critical policyholder issues (e.g., billing disputes, complex claims, policy changes) to deliver effective, compliant, and first-call-resolutions.
Serve as a subject matter expert and policy resource for the entire team, providing real-time peer mentorship and in-depth guidance on complex policy features, coverage options, and regulatory requirements.
Assist leadership in piloting new service strategies and understanding complex customer interaction trends by proactively identifying service gaps and procedural inefficiencies.
Model best practices for communication, customer education, and quality assurance, ensuring customers fully understand the value of their pet insurance investment.

A minimum of five (3) years in a call center environment
Expert-level communication and negotiation skills with the ability to navigate emotionally charged conversations and complex objections
Advanced understanding of customer lifecycle, competitive positioning, and value articulation in subscription-based or insurance products
Demonstrated ability to analyze data and trends to inform retention strategy and decision-making
Comfortable acting as a peer mentor, trainer, and strategic contributor without formal leadership authority
High degree of professionalism, empathy, and composure under pressure
Strong business acumen with the ability to align individual actions to organizational performance metrics
Proficient in CRM systems, analytics dashboards, G-Suite, and call management tools
Bilingual candidates (English/Spanish) encouraged to apply
Must hold and maintain a General Lines Property & Casualty (P&C) license across multiple states; company will sponsor licensing where applicable

401k matching
PTO - 20 days accrued annually, 9 holidays, 1 floating holiday
One additional day of PTO is added each year on your anniversary with the company; a maximum of 30 days
Volunteering - eligible to earn up to 8 floating holiday hours per calendar year
Educational Assistance Programs
Department incentive perks
Fetch Pet Insurance discount - 50% off, up to $2000 savings/year
Comprehensive Medical, dental, and vision plan for you and your family
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
Highly competitive 401(k) matching
Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days
Paid company (9) holidays, including (1) floating holiday
Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
Educational Assistance Program
Fetch Discount Perks Program
Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
Employee Referral Incentive
Tuition Assistance
Commuter Benefits
Employee Assistance Program (EAP)