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

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 corpo