Fetch Pet Insurance · 2 days ago
Member Experience Agent III
United States
Full-time
Remote
Mid, Senior Level
$25/hr - $25/hr
3+ years expFetch Pet Insurance is a tech-enabled pet wellness company that strives to make vet bills affordable through comprehensive pet insurance products. The Member Experience Associate III role involves managing complex policyholder interactions and serving as a subject matter expert within the Customer Experience team.
Insurance
Hiring Manager
Cody Hood
Responsibilities
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
Qualification
Required
A minimum of three (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
Must hold or be willing to obtain and maintain a General Lines Property & Casualty (P&C) license across multiple states; company will sponsor licensing where applicable
Preferred
Property & Casualty License Preferred
Bilingual candidates (English/Spanish) encouraged to apply
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
Company
Fetch Pet Insurance
Fetch Pet Insurance is a leading tech-enabled pet wellness company dedicated to helping pet parents give their cats and dogs a longer, healthier life.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Paul Guyardo
President & CEO
Karen Leever
COO Fetch by The Dodo
Recent News
2025-10-27
Company data provided by crunchbase