Licensed Retention Advocate (II, III)

Fetch; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Fetch Pet Insurance is seeking a Retention Advocate to help pet parents keep coverage for their furry family members. You’ll handle a mix of calls and emails—listening to customers, understanding their needs, and finding creative ways to keep them with Fetch.

You’ll use your sales and problem-solving skills to turn tough conversations into positive experiences. You’ll highlight the value of our plans, stay calm under pressure, and thrive in a fast-paced, team-focused environment.

Qualifications

• 5+ years in a call center with 3+ years in retention/sales leadership-support.
• Proven track record of exceeding retention goals in high-volume settings.
• Exceptional communication and negotiation skills for tough conversations.
• Experience with subscription-based or insurance products.
• Familiarity with CRM, analytics, G-Suite, and call-management tools.

Responsibilities

• Manage a high volume of complex customer retention interactions with autonomy and precision.
• Serve as a subject matter expert in retention strategies and value-based selling across the organization.
• Diagnose customer motivations, competitive dynamics, and behavioral triggers to drive renewal decisions.
• Lead by example through top-tier performance and adherence to Fetch’s mission of strengthening customer relationships.
• Pilot new retention strategies, messaging frameworks, and process improvements to improve save rates.
• Support training, coaching, and calibration sessions with peers and new hires.

Skills

Retention experience

Call center

Negotiation

Communication

Problem-solving

Tools

CRM systems

Analytics dashboards

G-Suite

Call management tools

Job description

About Fetch

About Fetch At Fetch, we’re dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we’re proud to support the veterinary, shelter, and breeder communities. We believe in ensuring pets receive the best care possible and are committed to making that vision a reality every day. Fetch is a high-growth Warburg Pincus portfolio company with an expanding team of over 350 pet-loving employees working together to shape the future of pet health and wellness.

About the Industry

The pet insurance industry is more important than ever, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high-quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care.

Property & Casualty License Required

Property & Casualty License Required

JOB OVERVIEW

We’re looking for a Retention Advocate to join our Fetch Pet Insurance team! In this role, you’ll help our pet parents keep the coverage that protects their furry family members. You’ll handle a mix of calls and emails—listening to customers, understanding their needs, and finding creative ways to keep them with Fetch. You’ll use your sales and problem-solving skills to turn tough conversations into positive experiences, highlight the value of our plans, and make sure every customer feels heard and supported. If you’re great at connecting with people, can stay calm under pressure, and enjoy working in a fast-paced, team-focused environment, this role is for you. We’re looking for someone with call center experience (retention or sales is a big plus!), strong communication skills, and a knack for multitasking. A General Lines Property & Casualty (P&C) license is required—but don’t worry, we’ll assist you if you need to get licensed in new states.

RESPONSIBILITIES

• 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 retentio…

REQUIREMENTS

• A minimum of five (5) years in a call center environment with at least three (3) years in a dedicated retention, renewal, or sales leadership-support role
• Proven track record of consistently exceeding retention or save goals in a high-volume 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 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…