Help your pet live a longer, healthier life.
Member Experience Agent
Location
North America
Posted
1 day ago
Salary
$21 - $25 / hour
Seniority
Senior
Job Description
Member Experience Agent
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.
Job 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
Benefits
- 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)
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