Job Description

Job Summary:

We are seeking a highly skilled and empathetic Team Lead to spearhead our Office of the President operations and drive the success of our outbound campaigns. This critical role demands a leader who can navigate complex escalations with exceptional sensitivity and provide a "white glove" customer experience, while also strategically leading outbound initiatives focused on retention and loyalty. The ideal candidate will possess a deep understanding of Property & Casualty (P&C) insurance, proven leadership skills, and a commitment to resolving high-stakes customer issues and maximizing outbound campaign effectiveness.

Key Responsibilities

Office of the President (High-Level Escalations):

• Oversee the handling of the most critical and sensitive customer escalations routed to the Office of the President. (Executive and Social Media escalations).
• Ensure meticulous research and thorough investigation of complex issues to facilitate effective resolutions.
• Champion a "white glove" service approach, delivering an unparalleled customer experience marked by empathy, professionalism, and discretion.
• Demonstrate exceptional sensitivity and the ability to navigate emotionally charged situations with grace and composure.
• Serve as a trusted advisor to the CX and Retention Leadership Team, Brand Reputation Manager, Community Manager, and VP of Member Experience, providing insights and recommendations on escalated matters.
• Maintain strict confidentiality and adherence to company policies and regulatory requirements

Strategic Outbound Campaign Leadership:

• Under the leadership of the CX Manager, execute outbound campaign strategies focused on customer retention, loyalty, and targeted outreach.
• Implement best practices for outbound communication, ensuring compliance with all relevant regulations and industry standards.
• Collaborate with cross-functional teams to ensure seamless campaign execution.
• Monitor and report on campaign KPIs.

Qualifications:

• Required 12 months of experience in Property & Casualty (P&C) Insurance at Fetch. 
• Demonstrated ability to provide exceptional customer service in high-pressure situations. 
• Exceptional communication, interpersonal, and problem-solving skills, with a keen sense of empathy.
• Proficiency in Fetch systems and reporting tools.
• Ability to analyze data and generate actionable insights
• Experience with escalation handling.

Day-To-Day Responsibilities

• Provide guidance and support to agents handling active escalations, offering strategic advice and problem-solving assistance.
• Conduct research and gather information to address complex customer issues, ensuring thoroughness and accuracy.
• Communicate with internal stakeholders (e.g., underwriters, claims adjusters) to facilitate resolution of escalated cases.
• Review and approve written communications to customers regarding escalated matters, ensuring a "white glove" and sensitive approach.
• Monitor the Executive Office's case load and ensure SLAs are being met.
• Address any agent questions or concerns.

Core Requirements

Escalation and Customer Service:

• Demonstrated experience handling high-level, sensitive customer escalations.
• Exceptional problem-solving and critical-thinking skills.
• Ability to provide a "white glove" customer experience, demonstrating empathy and professionalism.
• Strong ability to navigate emotionally charged situations with composure.
• Experience with conflict resolution.

Outbound Campaign Expertise:

• Experience developing and implementing outbound campaign strategies focused on retention and loyalty.
• Ability to analyze campaign performance data and generate actionable insights.
• Understanding of outbound communication best practices and compliance requirements.
• Experience with outbound call center metrics.

Requirements for Internal Candidates

• Must have been with Fetch for 12 months at a minimum
• Cannot be on Corrective Action.
• Cannot have called out more than 3 times in the previous 90 days.
• Must have met performance goals for the last 60 days.
• Must consistently have achieved an average QA score of 90% or higher in the last 90 days.

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