Member Experience Agent

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Fetch Pet Insurance

WebsiteLinkedInAll Job Openings

201 - 500 employees

👥 B2C

⚕️ Healthcare Insurance

B2C • Healthcare Insurance

Fetch Pet Insurance is a consumer-focused pet insurance provider that offers comprehensive accident and illness coverage for dogs and cats, plus optional wellness add-ons and member perks. The company reimburses veterinary expenses (up to 90%) for covered treatments, provides 24/7 telehealth access, an online pharmacy with qualifying medication reimbursements, and a mobile app for claims submission and tracking. Fetch partners with underwriters and shelters, emphasizes coverage for hereditary and dental conditions, and markets directly to pet owners in the U. S. and Canada.

📋 Description

• 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

🏖️ 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)