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Membership Specialist, Associate

Membership Specialist, Associate – Velocity Black (Remote)

We’re excited to share that Capital One US has now acquired Velocity Black, the leading luxury concierge company recently acquired by Capital One.

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 actualise 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. 

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.

We are looking for a Membership Specialist to join our team. In this role, you will drive the conversion of Velocity Black trial members and support existing and future Velocity Black members by building strong client relationships. 

What you’ll do: 

  • Manage and support trial members and convert them into annual members 
  • Deliver on individual sales targets on a monthly, quarterly, and annual basis 
  • Maintain the CRM infrastructure by ensuring that information on trial members and new annual members is accurate on (all) relevant platforms 
  • Provide day-to-day assistance to trial members 
  • Proactively identify growth opportunities, and work closely with leadership within Membership, Product, Engineering, and Operations to implement 
  • Deliver accurate, insightful trial reporting on a periodic basis 
  • Manage the onboarding process for trial members and work closely with the wider membership team to ensure smooth transition to annual membership 
  • Act as an ambassador and proudly delivery on our promises to members and prospective member community by providing world-class service, including hosting annual member events 

What we’re looking for: 

  • ‘Yes first’ mentality and a ‘can do’ attitude 
  • Ability to learn quickly and work in a high-pressure environment with tight timelines
  • Outstanding project management skills 
  • Self-starter and ability to work independently 
  • Excellent interpersonal skills
  • Strong sales, negotiation and written and verbal communication skills
  • General understanding of luxury market and experience working with high net worth individuals 
  • Flexible working hours – available to work outside of usual business hours 

Basic Qualifications:

  • Bachelor’s Degree
  • At least 1 year of customer service experience
  • At least 1 year of membership services experience

Preferred Qualifications:

  • 2+ years of customer service experience
  • 2+ years of membership services experience
  • 1+ years of sales experience
  • Strong written and verbal communication skills
  • Strong interpersonal skills

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.Remote (Regardless of Location): $64,700 – $73,900 for Premium Customer Agent II

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.

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