Licensed Retention Advocate III

Fetch Pet Insurance

Retention Advocate helping pet parents retain coverage for their pets at Fetch. Handling complex customer retention interactions in a fast-paced environment.

Posted 6/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $62,000 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

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
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
NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
Employee Referral Incentive
Tuition Assistance
Commuter Benefits
Employee Assistance Program (EAP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer RetentionValue-Based SellingData AnalysisProblem-SolvingDocumentation Accuracy

Soft Skills

Expert CommunicationEmpathyComposure Under PressurePeer MentoringCollaboration

Certifications

General Lines Property & Casualty License