Member Relations Sr Associate, Concierge - Velocity Black (Remote)

Overview

Member Relations Sr Associate, Concierge - Velocity Black (Remote)

Velocity Black, a Capital One company, harnesses the power of artificial intelligence, the warmth of human experts and the convenience of the latest interfaces to help high-performance people actualize the full potential of their lives. Its concierge, reimagined for the digital age. 

By harnessing 24/7 chat, AI, and mobile payments, we help our customers do more and be more in the digital age. From access to the hottest restaurants to guaranteed upgrades at the world’s finest resorts. Make a custom request through the app and you will be chatting to our team instantly, 24/7/365.

What unites us are the values we share: the relentless pursuit and celebration of excellence, actualizing the full potential of our lives, and impacting the world in a positive way.

Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued.  We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for.

Velocity Black is looking for a Sr Associate to join our Member Relations team. The core responsibility of the Member Relations Sr Associate is leading the efforts of driving toward our core KPIs, including a successful service experience and a strong renewal rate. 

In this role you will:

• Daily monitoring membership workflows and ensuring timely and quality responses to member inquiries

• Maintain the tracking and analysis of renewals and associated KPI’s

• Strong communication with members via phone, chat and email channels

• Work closely with the product team to support and identify the need for internal systems and process automations, in addition to escalating internal and member facing bugs 

• Maintain and execute well-managed requirements, with clear knowledge of membership policies

• Act as a liaison between members and internal teams, and regularly share feedback and trends to influence operations and strategy as it pertains to member satisfaction

• Assist Vertical Leads in developing member retention communications and strategies

• Act as an ambassador and proudly deliver on our promises to members by providing world-class service

• Demonstrate ability to grow into the high talent bar, with a clear interest in professional development 

• Oversee the daily management of the crm database infrastructure and perform regular membership audits, ensuring accurate data inputs and timely off-boarding

The ideal candidate will have:

• General understanding of luxury market and experience working with high net worth individuals

• Excellent time management skills 

• Strong relationship building and negotiation skills

• Adaptability and multitasking

• ‘Yes first’ mentality

• Strong communication skills, including written and verbal 

• Extremely strong attention to detail

• Entrepreneurial, problem-solving attitude

• Excellent, clear and effective verbal and written communication skills

• Experience in a collaborative and transparent environment

• Ability to work in high-pressure environment with tight deadlines

Basic Qualifications: 

• Bachelor’s degree or Military Experience

• At least 2 years experience working in client facing roles

• At least 1 year of process or project management experience in an agency, startup, or corporate setting or at least 1 year of experience in the financial services industry

Preferred Qualifications: 

• 3+ years experience working in client facing roles

• 2+ years of process or project management experience in an agency, startup, or corporate setting 

• 2+ years of experience in financial services industry 

• Experience with Google Suite products

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Remote (Regardless of Location): $87,700 - $100,100 for Sr. Assoc, Client Development

Richmond, VA: $87,700 - $100,100 for Sr. Assoc, Client Development

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).