Job Overview 

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. 

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product with no restrictions based on breed, age, or size. We believe in helping pets get through their bad days - and in extending the good days.

How do we do that? Through a wide portfolio of products and offerings, including Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and no-kill animal shelters across North America.

Our business is growing, and we’re looking for compassionate professionals who want to join a team that works hard, supports one another, and celebrates success. You’ll have opportunities to sharpen your skills, develop new ones, and make a meaningful impact supporting our pet parents. Your success is our success!

About the Role

As a Shelter Sales Success Associate, you will be responsible for executing outbound calls and emails to new policyholders who recently purchased their Fetch policy through one of our shelter partners. Your goal will be to drive early customer engagement, guide onboarding, and help customers experience the full value of their Fetch coverage from day one.

You’ll play a critical role in reducing early churn by connecting customers to their benefits - including portal logins, perks, and other offers - while providing caring, knowledgeable support. If you’re motivated by helping customers, love pets, and have strong communication and retention skills, this is the perfect opportunity to make an impact!

Responsibilities

• Drive higher retention rates in targeted shelters, maintaining lower churn rates across the shelter organization through proactive engagement.
• Execute outbound calls and emails to new policyholders to support early onboarding and engagement.
• Proactively contact customers within their first week to encourage portal logins, perks adoption, and awareness of Fetch benefits.
• Clearly and effectively communicate the value proposition and Fetch member and policy benefits. 
• Guide customers through onboarding steps to ensure they understand and utilize their policy features.
• Respond to policyholder inquiries about Fetch programs with expertise and professionalism.
• Collaborate closely with the Shelter Sales and Retention teams to ensure a seamless customer experience.
• Document call outcomes, customer interactions, and pertinent details accurately within our systems.
• Follow established communication standards, procedures, and best practices to ensure excellent customer experiences.
• Maintain comprehensive knowledge of Fetch programs and company offerings.
• Partner with managers and supervisors to achieve outbound program objectives.
• Handle returned calls and callbacks as needed.
• Contribute to a positive and supportive team environment.

Required Qualifications

• Active Property & Casualty (P&C) Producer License required.
• Minimum 12 months of experience in P&C insurance
• At least (2) years of experience selling insurance products.
• Shelter sales experience preferred.
• Excellent verbal communication, empathy, and active listening skills.
• Proven ability to guide customers through onboarding or service-related processes.
• Strong interpersonal skills and ability to build rapport quickly.
• Comfortable making outbound calls and engaging with customers over the phone.
• Ability to handle objections and address customer concerns professionally.
• Strong organizational skills, attention to detail, and follow-through.
• Positive attitude, resilience, and a strong work ethic.

Internal Candidate Eligibility

Internal candidates must have been in their current department or role for a minimum of 12 months and be in good standing prior to applying for this position, unless otherwise approved by Human Resources and the department leader.  This ensures alignment with Fetch’s internal mobility and career development guidelines.

Compensation and Benefits

• Pay Range: $34.00 - $36.00 per hour, based on experience, skills and location. 
• Target earnings after incentives can exceed $124,000 annually.
• Eligible for performance-based incentives and company benefits, including medical, dental, vision, paid time off, and retirement plan participation.

Actual compensation may vary based on work location and applicable state and local laws.

Employment Classification

This position is non-exempt under the Fair Labor Standards Act (FLSA) and applicable state wage and hour laws. Employees in this role are eligible for overtime pay in accordance with federal and state requirements.

Employment Status

Employment with Fetch Pet Insurance is at-will and may be terminated by either the employee or the company at any time, with or without notice or cause, as permitted by law.

Equal Employment Opportunity

Fetch Pet Insurance is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

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.

Fetch is committed to providing reasonable accommodations to qualified individuals with disabilities.  If you require assistance during the application or interview process, please contact people@fetchpet.com 

Remote Work Compliance

If this position is performed remotely, work practices, timekeeping, and scheduling will comply with applicable state and local labor laws based on the employee’s primary work location (including applicable meal and rest break requirements, overtime rules, and call monitoring consent laws).