Capital One
Member Relations Sr Associate, Concierge - Velocity Black (Remote)
Capital One, Richmond, Virginia, United States, 23214
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. 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. In this role you will:
Daily monitoring of membership workflows and ensuring timely and quality responses to member inquiries. Maintain tracking and analysis of renewals and associated KPIs. Communicate 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, and to escalate internal and member‑facing bugs. Maintain and execute well‑managed requirements with a 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 the ability to grow into a 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 the 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 verbal and written communication skills. Extremely strong attention to detail. Entrepreneurial, problem‑solving attitude. Experience in a collaborative and transparent environment. Ability to work in a high‑pressure environment with tight deadlines. Basic Qualifications:
Bachelor’s degree or equivalent military experience. At least 2 years of 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 of 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 the 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. 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. 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. 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).
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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. 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. In this role you will:
Daily monitoring of membership workflows and ensuring timely and quality responses to member inquiries. Maintain tracking and analysis of renewals and associated KPIs. Communicate 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, and to escalate internal and member‑facing bugs. Maintain and execute well‑managed requirements with a 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 the ability to grow into a 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 the 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 verbal and written communication skills. Extremely strong attention to detail. Entrepreneurial, problem‑solving attitude. Experience in a collaborative and transparent environment. Ability to work in a high‑pressure environment with tight deadlines. Basic Qualifications:
Bachelor’s degree or equivalent military experience. At least 2 years of 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 of 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 the 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. 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. 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. 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).
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