Licensed Retention Advocate (II, III)

Fetch Pet Insurance; United States; On-site; USD 52,000 - 120,000; Full time

Benefits offered by this job

Health plan

HSAs/FSAs

401(k) match

PTO 20 days

Holidays

Insurance discount

Educational assistance

Tuition assistance

Employee referrals

Job summary

Fetch Pet Insurance is seeking a Retention Advocate to join our team. You will handle high-volume calls and emails, turning challenges into renewals, and demonstrating the value of our plans to keep customers with Fetch.

Ideal candidates have 5+ years in a call center, with retention or sales leadership experience, strong negotiation skills, and the ability to work across teams to improve save rates. Licensing support provided where needed.

Qualifications

• 5+ years in a call center environment with at least 3 years in retention, renewal, or sales leadership-support.
• Proven track record of exceeding retention or save goals in a high-volume setting.
• Advanced negotiation and communication skills for handling objections.
• Understanding of customer lifecycle in subscription-based or insurance products.
• Experience analyzing data to inform retention strategy.

Responsibilities

• Manage high-volume complex customer retention interactions with autonomy and precision.
• Act as SME in retention strategies and value-based selling.
• Diagnose customer motivations and competitive dynamics to drive renewals.
• Collaborate with Retention leadership to pilot new strategies and messaging.
• Support training and sharing best practices with peers and new hires.
• Coordinate with Operations, Product, and Marketing to represent the customer voice.
• Identify trends and threats, providing actionable leadership recommendations.
• Handle escalations requiring policy knowledge and high-level communication.
• Maintain accurate documentation for performance and quality insights.
• Contribute to process improvements to boost efficiency and satisfaction.

Skills

Call center experience

Retention / renewal

Negotiation

Data analysis

CRM systems

Bilingual (EN/ES)

Tools

CRM systems

Analytics dashboards

G Suite

Call management tools

Job description

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.

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 retention-related data is usable for performance and quality insights
• Contribute to ongoing process improvement initiatives, recommending and testing solutions that enhance both efficiency and customer satisfaction
• Must be able to work a minimum of the 40‑hour work week with varied shifts and occasional weekend time

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 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 - 30.00 an hour+ Incentive

On Target Earnings (OTE): $52,000.00-120,000.00+

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.

Benefits & Perks

At Fetch, we recognize the importance of work‑life balance and prioritize our employees' mental health and well‑being, ensuring everyone can flourish both professionally and personally. Not just pets, we want our employees to live their best lives too — here at Fetch, you have access to the valuable benefits listed below.

• 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
• Employee Referral Incentive
• Tuition Assistance
• Employee Assistance Program (EAP)

EEO Statement

Fetch is proud to be an equal opportunity employer.

We’re committed to building a workplace that reflects the diversity of pet parents everywhere—hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process.

If you need assistance or an accommodation to apply, please contact us at [e-mail]

Read our Privacy Notice for California Residents

Pay Range

$52,000 - $120,000 USD

EEO Statement

Fetch is proud to be an equal opportunity employer.

We’re committed to building a workplace that reflects the diversity of pet parents everywhere—hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process.

If you need assistance or an accommodation to apply, please contact us at [e-mail]

Read our Privacy Notice for California Residents