Member Experience Agent

About Fetch At Fetch , we’re dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we’re proud to support the veterinary, shelter, and breeder communities. We believe in ensuring pets receive the best care possible and are committed to making that vision a reality every day. Fetch is a high-growth Warburg Pincus portfolio company with an expanding team of over 350 pet-loving employees working together to shape the future of pet health and wellness. About the Industry The pet insurance industry is more important than ever, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high-quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care. Property & Casualty License Required  Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice.  Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America. At Fetch, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, it is an all-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets. JOB OVERVIEW  The Member Experience Associate III role is for highly skilled support experts with a proven record of performance and product mastery. These individuals are senior subject matter experts who set the standard for excellence within the Customer Experience team by managing the most complex and sensitive policyholder interactions. An active Property and Casualty license is required for two years. A minimum of three years of call center experience is required. 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. REQUIREMENTS 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 As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally.  COMPENSATION This is a full-time position, employees receive competitive compensation. Hourly base: $21.50 - 25.00, plus bonus  Not just pets, we want our employees to live their best lives, too — here at Fetch, you will have: 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 - el