Member Relations Associate - Velocity Black UK (Remote)
Job Details
Velocity Black by Capital One 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. It's 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 within 1 minute, 24/7/365.
What unites us are the values we share: the relentless pursuit and celebration of excellence, actualising the full potential of our lives, and impacting the world in a positive way.
We are looking for an Associate to join our Member Relations team. In this role, you will be responsible for driving core retention metrics, and support existing Velocity Black members.
What you’ll do
Core responsibilities include communicating with clients on a daily basis, and overseeing the member experience, beginning with onboarding through renewal. The Associate will also own the daily management of the CRM database, ensuring accurate data inputs and reporting.
In this role, you will have the ability to demonstrate accurate, up-to-date and comprehensive knowledge about the product, pricing, and benefits of membership. Primary responsibilities will include:
Provide members with a demonstration of the product interface and membership, as well as optimising for renewal through a number of initiatives.
Act as a liaison between clients and internal teams, to ensure satisfaction and loyalty.
Develop and maintain strong relationships with clients through multiple channels, including phone, email and chat.
Monitor client feedback and provide insight to internal teams, including Product, Engineering and Operations.
Maintain the CRM infrastructure of all membership databases, and deliver accurate and insightful renewal reporting on a weekly basis.
Actively resolve product and experience issues and liaising with every part of the business to ensure a swift and effective resolution process.
Act as an ambassador and proudly deliver on our promises to members by providing world-class service, including hosting annual member events.
What we’re looking for
Proven experience of working with high net worth individuals in the luxury market
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
This is a permanent, remote position. Please note, to be eligible to apply to this role, you must reside in the UK.
What’s in it for you
Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few.
REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
OutFront – to provide LGBTQ+ support for all associates
Mind Your Mind – signposting support and promoting positive mental wellbeing for all
Women in Tech – promoting an inclusive environment in tech
EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital 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).
Who We Are
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
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