Licensed Retention Advocate III

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a substantial volume of intricate customer retention interactions with remarkable autonomy and precision, managing the most difficult save opportunities and escalated cases.

• Act as a subject matter expert (SME) in retention strategies, advanced negotiation, and value-oriented selling throughout the organization.

• Exhibit expertise in understanding customer motivations, competitive dynamics, and behavioral triggers to influence renewal decisions.

• Lead by example through consistent top-tier performance and dedication to Fetch’s mission of fostering and enhancing customer relationships.

• Collaborate with Retention leadership to test new strategies, messaging frameworks, and process improvements that boost overall save rates.

• Assist in training, coaching, and calibration sessions by providing insights, call recordings, and best practices to peers and new hires.

• Work with internal stakeholders across Operations, Product, and Marketing to embody the customer perspective and impact retention initiatives.

• Recognize emerging customer trends and competitive threats through data analysis and frontline feedback, offering actionable suggestions to leadership.

• Address escalations that necessitate intricate problem-solving, policy knowledge, and high-level communication to secure favorable outcomes for both the customer and the company.

• Maintain outstanding accuracy and thoroughness in documentation, ensuring all retention-related data is usable for performance and quality insights.

• Contribute to continuous process improvement initiatives, proposing and testing solutions that enhance both efficiency and customer satisfaction.

• Must be available to work a minimum of 40 hours per week with varying shifts and occasional weekend hours.

⛳️ Requirements

• At least five (5) years of experience in a call center environment, including a minimum of three (3) years in a dedicated retention, renewal, or sales leadership-support role.

• Proven history of consistently surpassing retention or save targets in a high-volume setting.

• Exceptional communication and negotiation skills, capable of navigating emotionally charged discussions and complex objections.

• Advanced knowledge of customer lifecycle, competitive positioning, and value articulation in subscription-based or insurance products.

• Demonstrated capability to analyze data and trends to guide retention strategies and decision-making.

• Comfortable serving as a peer mentor, trainer, and strategic contributor without formal leadership authority.

• High level of professionalism, empathy, and composure under pressure.

• Strong business acumen with the ability to connect individual actions to organizational performance metrics.

• Proficient in CRM systems, analytics dashboards, G-Suite, and call management tools.

• Bilingual candidates (English/Spanish) are encouraged to apply.

• Must possess or be willing to obtain and maintain a General Lines Property & Casualty (P&C) license across multiple states; the company will sponsor licensing where applicable.

🏝️ Benefits

• 401k matching.

• PTO - 20 days accrued annually, 9 holidays, 1 floating holiday.

• An extra day of PTO is added each year on your anniversary with the company, up to 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, with potential savings of up to $2000 per year.

• Comprehensive medical, dental, and vision plans for you and your family.

• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) 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 holidays (9), including 1 floating holiday.

• Fetch Pet Insurance discount - up to 50% off, with potential savings of up to $1,000 per 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; easily accessible via transit.

• Employee Referral Incentive.

• Tuition Assistance.

• Commuter Benefits.

• Employee Assistance Program (EAP).