Member Advisor

As a Member Advisor at Atlas, you will serve as the primary point of contact for our exclusive members, managing their concierge requests and answering questions on various member benefits, billing queries, and app functionality. Through exceptional communication via text, phone, and email, you will deliver personalized experiences, research member profiles, and advocate for their needs to enhance overall satisfaction with our service.

To be considered for the Member Advisor position at Atlas, you should have at least three years of client services experience in high-touch fields such as financial services, luxury retail, or concierge services. Strong communication skills, proficiency in problem-solving, and a passion for delivering exceptional customer experiences are essential. Knowledge of tools like Zendesk and experience with virtual calls via platforms like Zoom can be significant advantages.

At Atlas, we foster a collaborative and energetic culture where innovation thrives! As a Member Advisor, you'll work with a small team of about 25 people based in NYC and SF, emphasizing in-person collaboration. We value flexibility, independence, and most importantly, a deep commitment to meeting our members' needs in a friendly atmosphere.

As a Member Advisor at Atlas, you will utilize various tools to manage member accounts and communication effectively. This includes using SaaS platforms like Zendesk, alongside video conferencing tools such as Zoom or Google Meet to conduct onboarding sessions and assist members face-to-face from a distance, ensuring they receive exemplary experiences tailored to their preferences.

Working at Atlas comes with a range of exciting benefits, including the opportunity to shape the future of financial services and be part of a fast-growing company. You'll enjoy a competitive salary, stock options, comprehensive health benefits, a generous vacation policy, paid holidays, and complimentary Atlas membership that offers you exclusive privileges.

When faced with a difficult member request, I would first listen attentively to fully understand the member's needs and concerns. I would then acknowledge the challenge they’re facing and reassure them of my commitment to finding a solution. After assessing the situation, I would leverage all available resources and collaborate with internal teams to ensure a prompt resolution. Finally, I’d follow up to ensure the member felt satisfied with the outcome.

In my previous roles, I had the privilege of working with high-value clients across various luxury sectors. I always prioritized building deep relationships by understanding their individual preferences and expectations. I believe in delivering personalized experiences and solving their unique challenges while ensuring constant communication and a proactive approach to service.

To manage multiple requests effectively, I prioritize tasks based on urgency and impact. I utilize organizational tools and communication platforms to keep track of requests, ensuring that I maintain an efficient workflow. I also proactively set expectations with members regarding response times and follow-ups, which significantly improves satisfaction and helps manage their requests without overwhelming myself.

Effective communication starts with active listening and adapting my response to the members’ style and needs. I take the time to clarify any queries and confirm understanding, which fosters trust. I also make full use of various platforms, whether through texts, calls, or emails, to ensure information is conveyed accurately and promptly, which is essential in delivering the high-touch service that Atlas is known for.

I am deeply motivated by the impact I can have on a member's experience. Witnessing how great service can unlock opportunities and enhance someone’s daily life is incredibly fulfilling for me. I am also driven by the desire to connect genuinely with people, understanding their needs, and going above and beyond to ensure they are delighted with our service - this gives me immense satisfaction.

Once, a client was distraught due to a billing error that disrupted their service. I first apologized for the inconvenience and assured them I’d resolve it quickly. After investigating, I found that a system error had occurred. I facilitated a prompt correction, updated the client regularly on the progress, and included complimentary perks as a goodwill gesture. The client was not only satisfied but also appreciative of the transparency and proactive communication.

Personalizing a member's experience begins with understanding their preferences, needs, and aspirations. I would start by creating a comprehensive member profile through initial consultations, gathering insights into their lifestyle and expectations. As I learn more about them, I would tailor recommendations and experiences, such as bespoke rewards, and anticipate their future needs, ensuring a truly unique Atlas journey.

An exceptional member experience is defined by understanding, anticipation, and personal connection. It's about not only meeting their needs but also exceeding expectations at every touchpoint. I believe it's the little things, like remembering personal interests or proactively reaching out at important times, that create memorable experiences and last relationships.

Keeping myself organized in a fast-paced environment involves utilizing digital tools to manage tasks and set priorities effectively. I maintain a daily planner to outline responsibilities, deadlines, and follow-up activities, which helps me stay ahead. Regular breaks and self-reflection also allow me time to reassess and adjust my approach, ensuring that I remain focused and productive throughout the day.

What excites me most about the Member Advisor role at Atlas is the opportunity to be at the forefront of transforming the membership experience. I am passionate about personalizing service pathways and creating lasting connections with high-value members. Working alongside a talented team eager to innovate and redefine industry standards aligns perfectly with my career aspirations and personal values.