Member Experience Agent

Job Overview

The Member Experience Associate III role is for highly skilled support experts with a proven record of performance and product mastery. These individuals are senior subject matter experts who set the standard for excellence within the Customer Experience team by managing the most complex and sensitive policyholder interactions. An active Property and Casualty license is required for two years. A minimum of three years of call center experience is required.

Responsibilities

• Manage complex, escalated, and critical policyholder issues (e.g., billing disputes, complex claims, policy changes) to deliver effective, compliant, and first-call-resolutions.
• Serve as a subject matter expert and policy resource for the entire team, providing real-time peer mentorship and in-depth guidance on complex policy features, coverage options, and regulatory requirements.
• Assist leadership in piloting new service strategies and understanding complex customer interaction trends by proactively identifying service gaps and procedural inefficiencies.
• Model best practices for communication, customer education, and quality assurance, ensuring customers fully understand the value of their pet insurance investment.

Requirements

• A minimum of five (3) years in a call center 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