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Member Experience Agent

2 months, 1 week ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
Fetch

Fetch

Fetch Technologies is a company that connects businesses to real-time data through automation and offers artificial intelligence-based web integration solutions. Their Fetch app allows users to earn free gift cards by shopping, snapping receipts, and r...

IT Services
11-50
Founded 2000
$582M raised
View All Jobs 4

Description

  • Manage complex, escalated, and sensitive policyholder issues, including billing disputes, claims, and policy changes.
  • Deliver compliant, effective, first-call resolutions for customer issues.
  • Serve as a subject matter expert and policy resource for the team.
  • Provide real-time peer mentorship and guidance on policy features, coverage options, and regulatory requirements.
  • Assist leadership in piloting new service strategies and improving customer experience processes.
  • Identify service gaps and procedural inefficiencies from customer interaction trends.
  • Model best practices for communication, customer education, and quality assurance.

Requirements

  • 3+ years of call center experience.
  • Active General Lines Property & Casualty (P&C) license required and must be maintained across multiple states.
  • Property & Casualty license required for two years.
  • Expert-level communication and negotiation skills.
  • 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.
  • Proficient in CRM systems, analytics dashboards, G-Suite, and call management tools.
  • Bilingual English/Spanish candidates are encouraged to apply.
  • Company will sponsor licensing where applicable.
  • Must have a home work setup with at least 100 Mbps download and 30 Mbps upload internet, a quiet workspace, and room for two 19" monitors and equipment.

Benefits

  • Hourly base pay of $21.50 to $25.00 plus bonus, with a published pay range of $21.50 to $28.85 USD.
  • Comprehensive medical, dental, and vision coverage for employees and their families.
  • 401(k) matching.
  • 20 days of PTO annually, with rollover options, plus 9 paid holidays and 1 floating holiday.
  • An additional PTO day each year on your anniversary, up to a maximum of 30 days.
  • Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
  • Educational assistance and tuition assistance programs.
  • Fetch pet insurance discount of up to 50% off, with savings up to $1,000 to $2,000 per year.
  • Employee Assistance Program (EAP) and emphasis on mental health and well-being.
  • Volunteering time, up to 8 hours per calendar year.
  • NYC office amenities including a pet-friendly environment, free lunch, snacks, and transit access.
  • Employee referral incentives, commuter benefits, and department incentive perks.

Interested in this position?

Apply directly on the company website

Apply Now

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