Location: New Braunfels (Onsite)

Position Type: Full-Time

Base Compensation: $20.00 / hour

About the Role

We are seeking high-caliber, service-driven professionals to launch and represent a brand-new, white-glove line of business dedicated to supporting our highest-value, top-earning members.

As a VIP Member Experience Concierge Specialist, you are not a standard contact center agent—you are a brand ambassador who blends deep financial services fluency with premium hospitality expertise. Operating across voice, live chat, and email/secure messaging, you will provide end-to-end resolution and consultative guidance for high-stakes transactions, liquidity edge-cases, and member inquiries.

Key Responsibilities

Omnichannel White-Glove Support: Switch seamlessly between real-time voice calls, live chat, and written communications to deliver an unscripted, bespoke member experience.
Consultative Financial Problem-Solving: Navigate complex financial operations—including high-value transfer reviews, direct deposits, payment limits, debit/credit mechanics, and account security/disputes (Reg E/Reg Z compliance)—with sound judgment.
End-to-End Ownership: Function as the sole point of contact for members until complete issue resolution, eliminating cold transfers and hand-offs.
High-Stakes De-Escalation & Goodwill: Exercise autonomous discretion to resolve member friction rapidly, employing emotional validation and transparent timelines under high-pressure scenarios.
Product Advocacy & Continuous Improvement: Daily engagement with our product suite to provide feedback and refine member workflows.

Candidate Profile & Qualifications

Required Qualifications:

Experience: 2+ years of customer-facing experience combining Financial Services, Banking, or Fintech with Luxury Hospitality, High-End Retail Clientele, or Executive Concierge Support.
Education: High School Diploma or equivalent required.
Location & Schedule: Ability to work onsite in New Braunfels with flexible shift availability, including occasional weekends and holidays.
Product Engagement: Willingness to engage with and use our financial products on a daily basis.

Preferred Qualifications:

Associate or Bachelor’s Degree in Finance, Business, Hospitality, or Communications.
Prior background handling dispute regulations, wire/ACH processes, and high-net-worth liquidity support.

Core Competencies & Skills

Financial Acumen & Compliance: Strong working knowledge of banking operations and dispute dynamics with a zero-tolerance approach to regulatory or security risks.
Polished Communication: Mastery of spoken and written English at a C1 (advanced/executive-level) standard, delivering clear, empathetic, and professional communication without relying on scripted templates.
Omnichannel Multitasking: Proficient typing speed (40+ WPM) combined with the ability to maintain concurrent live chats and navigate complex internal management systems simultaneously.
Autonomous Decision-Making: Proven ability to exercise critical thinking and goodwill financial authority to resolve complex account friction independently.

Selection & Assessment Process

To maintain our high bar for service quality, qualified candidates will go through a multi-stage evaluation process designed to assess white-glove hospitality skills, financial decision-making, digital communication proficiency, and scenario roleplay performance.

Disclaimer

Our system requires candidates to apply only within their current state or country of residence. If you don't see the perfect fit in your area just yet, we kindly ask that you explore our other openings to find an offer that aligns specifically with your region. Thank you for helping us keep our process organized and accurate!

While we welcome applications across the United States, please note that we are not hiring in the state of Illinois at this time. If you are located in Illinois, we encourage you to check back in the future or explore our openings tailored to other regions. Thank you for your understanding!