• Answer a broad range of inbound calls (in support of clients) in a professional, energetic, and positive manner • Respond accurately and thoroughly to caller inquiries and document call detail accordingly • Must be a resourceful and creative problem solver who can work with members of the team to find solutions • Ensure compliance in all areas of processing, completing all transactions timely and accurately • Take accountability for entire process from receipt of work to resolution • Work under general supervision following established procedures

• Process annuity new business and in-force transactions accurately and efficiently. • Review applications to ensure all requirements are received “In Good Order” and identify any discrepancies. • Communicate effectively with the field sales team via phone and email to obtain required information. • Gain and apply knowledge of annuity processes, including ACH transactions, allocation changes, withdrawals, and surrenders. • Meet or exceed established service standards, productivity, and quality goals. • Identify opportunities for process improvement and contribute ideas to enhance operational efficiency. • Collaborate with peers and leadership to maintain workflow efficiency and service excellence.

• 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