Member Relations Sr Associate, Concierge - Velocity Black (Remote)
Capital One
Member Relations Sr Associate, Concierge - Velocity Black (Remote)
Job Description
Overview
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
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
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
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
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.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.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.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).
Locations
- Richmond, Virginia, United States (Remote)
- Remote Richmond, VirginiaRichmond, VirginiaRichmond (Remote)
Salary
50,000 - 85,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- client communication (phone, chat, email)intermediate
- KPI tracking and analysisintermediate
- process managementintermediate
- relationship buildingintermediate
- CRM database managementintermediate
- time managementintermediate
- problem-solvingintermediate
Required Qualifications
- Bachelor’s degree or Military Experience (experience)
- At least 2 years experience working in client facing roles (experience)
- 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 (experience)
- 3+ years experience working in client facing roles (preferred) (experience)
- 2+ years of process or project management experience (preferred) (experience)
- 2+ years of experience in financial services industry (preferred) (experience)
Responsibilities
- 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
- Act as a liaison between members and internal teams, and regularly share feedback and trends
- Oversee the daily management of the crm database infrastructure and perform regular membership audits
- Assist Vertical Leads in developing member retention communications and strategies
Benefits
- general: comprehensive, competitive, and inclusive set of health, financial and other benefits
Answer 10 quick questions to check your fit for Member Relations Sr Associate, Concierge - Velocity Black (Remote) @ Capital One.
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Member Relations Sr Associate, Concierge - Velocity Black (Remote)
Capital One
Member Relations Sr Associate, Concierge - Velocity Black (Remote)
Job Description
Overview
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
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
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
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
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.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.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.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).
Locations
- Richmond, Virginia, United States (Remote)
- Remote Richmond, VirginiaRichmond, VirginiaRichmond (Remote)
Salary
50,000 - 85,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- client communication (phone, chat, email)intermediate
- KPI tracking and analysisintermediate
- process managementintermediate
- relationship buildingintermediate
- CRM database managementintermediate
- time managementintermediate
- problem-solvingintermediate
Required Qualifications
- Bachelor’s degree or Military Experience (experience)
- At least 2 years experience working in client facing roles (experience)
- 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 (experience)
- 3+ years experience working in client facing roles (preferred) (experience)
- 2+ years of process or project management experience (preferred) (experience)
- 2+ years of experience in financial services industry (preferred) (experience)
Responsibilities
- 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
- Act as a liaison between members and internal teams, and regularly share feedback and trends
- Oversee the daily management of the crm database infrastructure and perform regular membership audits
- Assist Vertical Leads in developing member retention communications and strategies
Benefits
- general: comprehensive, competitive, and inclusive set of health, financial and other benefits
Answer 10 quick questions to check your fit for Member Relations Sr Associate, Concierge - Velocity Black (Remote) @ Capital One.
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