Member Experience Agent III

Job Description

Job Description

Property & Casualty License Preferred 

Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice. 

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.

At Fetch, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, it is an all-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets.

JOB OVERVIEW 

The Member Experience Associate III role is for highly skilled support experts with a proven record of performance and product mastery. These individuals are senior subject matter experts who set the standard for excellence within the Customer Experience team by managing the most complex and sensitive policyholder interactions. An active Property and Casualty license is required for two years. A minimum of three years of call center experience is required.

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.

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
• 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

As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally. 

COMPENSATION

This is a full-time position, employees receive competitive compensation.

Hourly base: $25.00, plus bonus 

Not just pets, we want our employees to live their best lives, too — here at Fetch, you will have:

• 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

WORK-FROM-HOME SET-UP

• Subscription to a reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed)
• A quiet, dedicated place to work in your home that is not easily disrupted by background noises or regular distractions
• Office space must be large enough to accommodate two 19” monitors, a laptop, mouse, keyboard, and headset.
• Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home

If you are passionate about furry friends and eager to educate pet owners on the value of protecting their beloved companions, this job is perfect! Join us at Fetch, where we help pets live their best lives and empower our employees to live theirs. 

—ABOUT FETCH—

Fetch is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 350+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We have two offices (New York City, NY, and Winnipeg, Canada) and we currently provide security to over 500,000 pet parents. 

We don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are proud to be an equal-opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law