Licensed Retention Advocate (II, III)

Role overview This Licensed Retention Advocate role (levels II or III) is a senior, high-impact seat on a customer retention team supporting pet insurance members through calls and emails. The advocate owns the most complex save opportunities and escalated cases, acting as a subject matter expert in retention strategy, negotiation, and value-based selling. A General Lines Property and Casualty (P&C) license is required, with company sponsorship available for additional state licensing where needed.

Responsibilities - Manage a high volume of complex customer retention interactions with autonomy, handling the most challenging save opportunities and escalated cases. - Serve as a subject matter expert in retention strategies, advanced negotiation, and value-based selling across the organization. - Diagnose customer motivations, competitive dynamics, and behavioral triggers that drive renewal decisions. - Lead by example through consistent top-tier performance and represent the company's mission of extending and deepening customer relationships. - Partner with retention leadership to pilot new strategies, messaging frameworks, and process enhancements. - Support training, coaching, and calibration by sharing insights, call recordings, and best practices with peers and new hires. - Identify emerging customer trends and competitive threats and translate frontline findings into recommendations for leadership. - Maintain accurate documentation to support performance and quality insights. - Work a minimum 40-hour week with varied shifts and occasional weekend time.

Requirements - 5+ years in a call center environment with at least 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, including 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. - Comfort acting as a peer mentor, trainer, and strategic contributor without formal leadership authority. - Proficiency with CRM systems, analytics dashboards, G Suite, and call management tools. - Bilingual English/Spanish candidates are encouraged to apply. - Must hold or be willing to obtain and maintain a General Lines Property and Casualty license across multiple states; company will sponsor licensing where applicable.

Benefits and work setup - The listed pay range for this position is $52,000–$120,000 USD, reflecting variation by level. - Benefits include comprehensive medical, dental, and vision coverage, HSAs and FSAs, competitive 401(k) matching, generous PTO with rollover, paid holidays, an employee pet insurance discount, tuition and education assistance, commuter benefits, and an Employee Assistance Program.