Role Overview
As a Member Services Associate, Accounts, you’ll be the main contact for premium cardholders, providing personalized support for account management and resolving inquiries with discretion and care. Your role is central to maintaining trust and delivering consistently high service standards through every interaction.
Key Responsibilities
- Act as the primary liaison for members needing assistance with account activity, billing details, or credit-related questions.
- Manage communications across Zendesk, email, and internal platforms, ensuring timely and accurate responses.
- Diagnose and resolve account issues efficiently, using a proactive, solution-oriented approach.
- Partner with credit operations and lifestyle teams to coordinate seamless resolutions and elevate the member journey.
- Maintain detailed records of service interactions while upholding a high level of personalization and empathy.
- Anticipate member needs and address concerns in ways that turn routine service into meaningful experiences.
Qualifications
- Minimum of three years in client-facing roles within luxury hospitality, travel, dining, or financial services.
- Proven experience supporting high-net-worth individuals with a focus on account management or concierge-level service.
- Strong ability to manage multiple priorities in a fast-paced setting with precision and professionalism.
- Skilled in clear, empathetic communication—able to adapt tone and approach based on the situation.
- Comfortable using Zendesk, Slack, Gmail, and Google Workspace for daily operations.
- Self-directed and motivated, with the ability to work independently and take initiative.
Preferred Background
- Familiarity with Core Credit or similar financial servicing systems.
- Experience in fintech, banking, or luxury brand customer service environments.
- Working knowledge of CRM tools such as Salesforce and internal case management platforms.
Work Environment
This is a remote role open to candidates based in the United Kingdom. You must be available to work Sunday through Wednesday, 5:00 AM to 3:00 PM GMT. While remote, the role requires alignment with team hours for collaboration and coverage.
Compensation & Benefits
- Hourly rate between £32 and £38
- Flexible Time Off policy
- Remote-first culture with operational flexibility
- Opportunity to contribute meaningfully within a small, high-performing team
- A workplace that values autonomy, innovation, and employee care equally
- Real ownership over projects that directly impact member experience
Culture & Values
The team operates with speed and precision, prioritizing results over process. You’ll thrive here if you value independence, take pride in meticulous work, and are driven to improve systems behind the scenes. The environment encourages innovation and rewards those who act with initiative.
Compliance Note
Employment is subject to successful completion of background checks and adherence to regulatory requirements.
