• Manage a high volume of complex customer retention interactions with exceptional autonomy and precision, handling the most challenging save opportunities and escalated cases • Serve as a subject matter expert (SME) in retention strategies, advanced negotiation, and value-based selling across the organization • Demonstrate mastery in diagnosing customer motivations, competitive dynamics, and behavioral triggers to drive renewal decisions • Lead by example through consistent top-tier performance and adherence to Fetch’s mission of extending and deepening customer relationships • Partner with Retention leadership to pilot new strategies, messaging frameworks, and process enhancements that improve overall save rates • Support training, coaching, and calibration sessions by sharing insights, call recordings, and best practices with peers and new hires • Collaborate with internal stakeholders across Operations, Product, and Marketing to represent the customer voice and influence retention initiatives • Identify emerging customer trends and competitive threats through data and frontline feedback, providing actionable recommendations to leadership • Handle escalations that require complex problem-solving, policy knowledge, and high-level communication to achieve positive outcomes for both the customer and the company • Maintain exceptional accuracy and completeness in documentation, ensuring all retention-related data is usable for performance and quality insights • Contribute to ongoing process improvement initiatives, recommending and testing solutions that enhance both efficiency and customer satisfaction • Must be able to work a minimum of the 40-hour work week with varied shifts and occasional weekend time