Client Coverage Associate

Client Coverage Associate

(Remote Candidates will be considered)

Our Story and Our Purpose

We are building a specialized financial institution addressing the growing demand for digital asset services. Our primary business will focus on digital asset custody, providing secure, efficient custodial and fiduciary services for a variety of digital assets. We have applied for a national bank charter and will receive conditional approval in the near future.

You will work with foundational systems and processes to help shape our operating model and influence how a new category of financial infrastructure comes to market. We are looking for builders who handle complexity with confidence and tackle ambitious opportunities while keeping pace with this rapidly evolving industry. Let’s Build This Together.

Our Principles

Greatness is a mindset, not an accomplishment. Mediocrity is unacceptable. Excellence is contagious. We hire people because we believe in their greatness. Now is the time to prove us right.

Responsibility comes with the territory. Everyone is an owner, which means we share a common vision and mutual accountability. We act in line with our strategic objectives and the trust our customers place in us. We believe there is no such thing as "not my problem." Taking this level of ownership not only drives our collective success but also offers the potential for significant reward.

Innovation and adaptation are in our DNA. We are in a period of the most dramatic and rapid period of technological change in the history of humankind. Those that stay ahead will thrive, those that don't, won't. We innovate intelligently and thrive on overcoming challenges, to get (at least) a little better every day and ensure our continued growth and success.

Team first. We are reliable teammates working together toward extraordinary success through honesty and accountability. We believe collaboration knows no hierarchy, and we focus on what matters. We work toward consensus, but when necessary, we disagree and commit. We know that winners win.

Job Overview

The Client Coverage Associate will serve as a key member and team leader of the organization’s Client Coverage Desk and Application Support Desk. This position and team support the daily client execution and maintenance of digital assets; to include the organization's custody, trading, and lending services. This exceptional support directly impacts the strategic client plans, development of strong client relationships, and the delivery of integrated solutions to exceed client satisfaction expectations.

This position also includes internal application service support and is responsible for providing high-quality tier 1 and tier 2 application support to our employees.

The Client Coverage Associate will be empowered to assist and resolve clients with their operational support with transfers, trading, and lending activities; technical support for all user interactions via the online client portal; and all general digital asset services and questions. The Client Coverage Desk and Application Support Desk will escalate workflows to appropriate internal operational and technical teams and carefully manage client and employee expectations to positive resolution.

Objectives

Client Services

Lead daily client support through the Client Coverage Desk, providing service, operational, and technical assistance

Manage and resolve client inquiries; including participation in evening and weekend coverages as needed

Service as the primary lead for digital asset custody transfers, trading, and lending activities

Act as the escalation point for complex client inquiries and issues. Coordinate resolution with senior internal support teams and resolve issues with clear escalation paths.

Oversee the execution of client activities including, but not limited to, client transactions and asset- related inquiries

Manage client requests through the bank’s communication and ticketing platforms Process and resolve client coverage activities via integrated client communication platform and ticket management system

Partner with Execution Desk to support client trading and lending activities

Collaborate with Operations and technical teams to support on-chain activities (e.g. stalking, forking, and voting)

Maintain expert knowledge of digital asset products including, but not limited to custody, trading, lending, and issuance

Leverage internal banking partners to deliver comprehensive client solutions

Communicate client strategic opportunities and trends to the extended team, and promote effective knowledge communication sharing within Client Coverage Desk

Partner with Account Management team to support client growth initiatives

Application Support Desk Objectives

Deliver prompt, thorough application support to employees remotely via Microsoft Teams, and other tools

Troubleshoot application, software, and identity access management issues; resolve or escalate problems while proactively managing the ticket lifecycle

Facilitate application needs for new employee onboardings, role transfers, and departures

Maintain accurate and up-to-date documentation of procedures and configurations

Participate in a weekly on-call rotation for after-hours support

What you bring to our company

Minimum of 3+ years of relevant institutional client service, trading, settlement, and/or bank and custody experience

Minimum of 3+ years of relevant application/technical experience with enterprise cloud applications

Minimum of 2+years of supervisory experience or team-lead experience

Demonstrate working knowledge and experience with digital assets, blockchain, and other on-chain activities, e.g. staking, forking, and voting

Experience with multiple communication channels and integrated technical systems for voice, video conference, chat, and other communication tools

Ability to work in a fast paced, client deadline driven environment

Ability to work efficiently and accurately under pressure to meet deadlines

BS/BA in Business, Mathematics Information Technology, Computer Science or related field

Superior verbal, written, and communication skills

Excellent problem solving and analytical skills

Strong technical skills, excellent soft skills and a focus on incident response and continuous service delivery

Team oriented, networking with others and partnering with peers

Assertive, self-motivated and self-directed, possess high-level of initiative

Exceptional leader with proven ability to influence others

Ability to work potential after-hours/rotation support

We promote diversity of thought, culture, background, and experience. We are an equal opportunity employer, and employment at our company is based solely on one's merit and qualifications directly related to professional competence. We do not discriminate based on race, creed, color, ancestry, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, military or veteran status, or any other characteristics protected by law.

Featured benefits

Employer-provided: Medical, Dental, and Vision insurance, 401(k), life and disability insurance.

Apply for this job

First name

Last name

Email address

Location

Phone number

Resume

Attach resume

Attach another file

Attach file

What are your salary requirements?

Are you authorized to work in the United States?

Will you now or in the future require sponsorship for employment visa status (e.g. H-1B status)?

What is your earliest start date?

Are you 18 years of age or older?

Were you referred to our company by a current employee?

If yes, please provide the employee's name.

Are you willing to undergo a background check, in accordance with local laws and regulations?

We invite you to complete the optional self-identification questions below used for compliance with government regulations and record-keeping guidelines. Any self-identification information provided will not be considered in the selection process.

GENDER

VETERAN STATUS Learn more about veteran statuses

If you believe you belong to any of the categories of protected veterans listed below, please indicate by selecting the appropriate category(ies). The hiring employer is subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA) and requests this information in order to measure the effectiveness of the outreach and positive recruitment efforts it undertakes pursuant to VEVRAA.

DISABILITY STATUS Learn more about disability statuses

We are required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.