Member Relations Sr Associate, Concierge - Velocity Black; Remote

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

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