Fetch Pet Insurance

• 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.

• Develop price elasticity curves to forecast the impact of rating changes on policyholder retention and conversion, and assess their impact on customer lifetime value • Forecast policyholder retention and conversion for the portfolio based on pricing, operational changes, and business initiatives • Improve the risk segmentation sophistication of our rating plans by developing GLM-based rating factors (in R or Python) and applying advanced predictive modeling techniques • Build and maintain tools to monitor the performance of our existing rating plans and rate level over time, including loss ratio, conversion rate, churn, and lifetime value • Write advanced SQL procedures to pull from large, line item level veterinary bill databases • Estimate the impact of coverage and product changes on pricing • Analyze product design proposals to determine pricing viability, impact on enterprise risk, competitive positioning, and customer value • Stay highly informed on competitor filings to understand how our products and pricing stand relative to the market • Support rate filing and rate indication work, including the development of filings and responses to regulatory objections • Operate seamlessly with product, underwriting, marketing, BI, and IT teams, and communicate complex actuarial concepts to a non-actuarial audience • Propose creative ways to price innovative coverage concepts and ideas

• Identify deficiencies in risk segmentation and build predictive models (GLMs, GBMs, etc.) to support rating revisions. • Develop models to assess the impact of pricing changes on conversion, churn, and profitability. • Revise rating for territories and breed groups using modern machine learning approaches. • Review pricing for limits and copays using traditional increased limit and deductible discount factors. • Forecast key financial metrics such as policyholder churn, written premium, and claim volumes. • Write SQL queries to support ad hoc data requests from stakeholders across the business and support pricing datasets. • Estimate impact of coverage and product changes on pricing. • Support rate indications and regulatory filings as needed. • Other duties as assigned.

• Drive the pricing and actuarial support for new product development and existing product enhancements • Analyze product design proposals to determine pricing viability, risk management, competitive positioning, and customer value • Stay highly informed on competitor filings to understand how our products and pricing stand relative to the market • Write advanced SQL queries to pull from large, detailed medical bill databases for rigorous product pricing • Ensure product pricing/rating complies with state-level requirements and propose alternative designs to navigate tougher regulatory environments • Operate seamlessly with product, underwriting, marketing, BI, and IT teams in the design and launch of new products. Communicate complex actuarial concepts to a non-actuarial audience • Propose creative ways to price innovative coverage concepts and ideas

• Coordinate the response to service escalations, including investigation of the escalation, drafting the referral, obtaining approval, and documenting direction to service staff. • Perform root cause analysis and reporting of service escalations to identify opportunities for improvement. • Aid cross functional teams to identify and support training needs for company and product. • Help identify and write Underwriting manuals and SOP’s. • Assist in the identifying and development of Operations Reporting. • Conduct screening process for Office of Foreign Assets Control (OFAC) and Office of Financial Sanctions Implementation (OFSI) referrals in the United States and Canada and provide required reporting to the insurance carrier. • Complete the underwriting referral process for suspicious claims activity and execute any resulting underwriting action in partnership with Platform Operations. • Conduct and support monthly review of Bordereaux reporting for the insurance carrier. • Support and conduct internal audits, and aid in the annual underwriting and claims audits, including file gathering, general support, and coordination with the insurance carrier. • Monitor and process CCPA requests. • Support the investigation of all regulatory complaints, working closely with the Compliance Specialist. • Conduct proactive monitoring of the competitor landscape on filed products and filing activity. • Conduct ad hoc research and/or projects as needed (e.g emerging issues, competitor changes).

• Lead, coach, and develop the Breeder Sales team to meet and exceed growth targets, apply versatile strategies to meet customers needs, and apply strong sales tactics in an all-outbound sales environment. • Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders. • Monitor team performance, KPIs, and quality assurance standards to ensure a high level of sales growth and targets are met/exceeded. • Develop and implement strategies to improve insurance attachment rates, working with the sales team and alongside partners to identify and execute opportunities for program improvement by leveraging unique customer journeys. • Monitor partner performance and conversion, and work to improve via communication and collaboration with key strategic partners. • Assure invoicing is accurate and timely for partners and meets budget CAC targets and spend allowance. • Train, refine, and develop new and existing employees in outbound sales tactics and best-in-class conversion and retention strategies. • Track and report on all KPIs by channel, team and individual sales agent. • Drive retention performance across shelter partner channels by reducing early policyholder churn and improving onboarding success metrics. • Partner closely with Shelter Sales, Retention, Member Experience, and Operations teams to ensure a seamless and consistent customer journey. • Analyze trends, reporting, and customer feedback to identify opportunities for process improvement, call contact rate increase, call talk time efficiencies, and retention optimization.

• Understanding the overall concept of the company, including the brand, customer, product goals, and all other aspects of the assigned department. • Creating a cohesive social media strategy that brings the brand’s core values to life in a social first approach. • Proposing and creating content for Facebook and Instagram, as well as scheduling across those social media platforms. • Assisting with community management, including monitoring channels and supporting responses and review management • Coordinating with internal teams to help address social media inquiries or concerns • Assisting with social listening, reporting, and performance insights • Supporting brand reputation initiatives and identifying opportunities to improve engagement • Accepting designated, business-focused projects, proposing ideas, and presenting work

• Documentation & Record Procurement: Conduct high-volume outbound calls to veterinary clinics to request missing medical records and documentation essential for claim adjudication. Review incoming emails and accurately upload documents to the associated policyholder accounts, ensuring all files are correctly categorized. Navigate difficult conversations with clinic staff, pivoting quickly to provide alternative identifiers when a patient is not easily found in their system. • Claims Support & Wellness Adjudication: Review and assess wellness-specific claims, ensuring they meet policy guidelines for routine care and preventative services. Monitor administrative email queues to address requests from Adjusters and the Service Department regarding file status or account updates. Provide specialized administrative support for VIP accounts, ensuring high-priority requests are handled with precision and care. • Operational Reporting & Special Projects: Monitor aging claim reports to identify files that require follow-up, ensuring claims remain within established processing timelines. Assist with side administrative projects, including moving files between accounts, managing tracking sheets, and supporting automation initiatives. Maintain and update Google Sheets or Excel trackers, utilizing sorting, filtering, and basic formulas to organize claims data.

• Own the day-to-day execution, upkeep, and communication coordination for Fetch Deals and related non-core member marketing programs once partnerships are signed and handed off. • Responsibilities include: • Manage the regular refresh of the Deals assortment, including ticket submission and coordination of site updates • Coordinate updates to the Deals experience, including partner placement, links, imagery, offer copy, and related content • Ensure new deals, featured deals, and limited-time offers are launched accurately and on time • Own QA for the Deals experience, including broken links, outdated offers, missing imagery, incorrect copy, and general member experience issues • Partner with Product and Tech on site updates, ticket submission, bug resolution, and enhancements • Support partner integration needs for launch and ongoing maintenance • Own the calendar and coordination layer for member marketing programs outside the core experience, including Deals, Fetch Pet Rx, and Online Vet • Ensure Fetch Pet Rx and Online Vet asks are incorporated cleanly into member communications and experiences where appropriate • Own execution of the Deals newsletter and support related member communications across channels including email, chat, in-app messaging, IVR, and future channels such as push notifications • Ensure communications across channels are connected, sequenced appropriately, and timed effectively as part of a cohesive member experience • Help maintain balance across channels so members are informed without being overwhelmed • Surface overlap, duplication, cadence issues, or sequencing concerns early so the overall member journey remains cohesive and effective

• Build and maintain strong relationships with strategic partners in the Breeder space • Serve as the primary point of contact for all assigned accounts, ensuring timely and proactive communication • Conduct regular check-ins with partners to ensure sufficient support is being provided and Fetch remains top of mind • Responsible for managing Breeder expectations and ensuring partner satisfaction • Own onboarding process of new partners to ensure smooth integration of Fetch’s Breeder Program • Monitor account metrics and develop strategies to improve performance • Maintain open communication with strategic partners to ensure Fetch remains top of mind • Address questions and help mitigate potential account issues in a professional and timely manner • Contribute to process improvements to continuously improve partner experiences • Maintain and optimize library of onboarding materials, marketing materials and other Breeder channel assets • Prepare weekly and monthly reporting for current strategic partners to relay account status and health updates • Develop and submit invoices for necessary lead fees on a monthly basis • Work in partnership with Business Development Manager and Operations Manager to ensure smooth onboarding experience and account excellence moving forward