Retention Advocate III

Fetch Pet Insurance; New York (NY); Remote; USD 30,000 - 120,000; Full time

Benefits offered by this job

401k matching

PTO - 20 days accrued annually

Fetch Pet Insurance discount - 50% off

Job summary

A leading pet wellness company is seeking a Retention Advocate to help pet parents retain their coverage. The ideal candidate will have at least 5 years of call center experience and proven skills in communication and negotiation. This full-time position offers a competitive hourly base of $30.00 with an On Target Earnings (OTE) range of $62,000.00-$120,000.00+, including extensive employee benefits and a supportive work culture.

Qualifications

• Minimum of 5 years in a call center environment, with at least 3 in retention or sales support.
• Proven track record of exceeding retention goals.
• Advanced understanding of customer lifecycle and value in insurance products.

Responsibilities

• Manage high volume customer retention interactions autonomously.
• Serve as a subject matter expert in retention strategies.
• Analyze data to drive renewal decisions.

Skills

Communication skills

Problem-solving skills

Negotiation skills

Tools

CRM systems

Analytics dashboards

G-Suite

Call management tools

Job description

Overview

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. Fetch makes vet bills affordable with a comprehensive product that does not have restrictions based on breed, age, or size. Fetch supports a wide portfolio of products and offerings, including Fetch Health Forecast, the pet health and lifestyle blog, The Dig, and partnerships with Project Street Vet and animal no-kill shelters across North America. At Fetch, you are part of that innovation, with an open, transparent, cross-functional, collaborative culture where you can interact with coworkers who are passionate about pets.

We believe in an all-hands-on-deck approach and value clear communication across the organization.

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 ensure 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, and the company will assist you if you need to obtain licensing 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
• 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

Compensation

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

Hourly base: $30.00 + Incentive

On Target Earnings (OTE): $62,000.00-120,000.00+

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

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.