Client Coverage Analyst
(Remote candidates will be considered)
National Digital Trust Company (In Organization) has received conditional approval from the Office of the Comptroller of the Currency to open as a federally chartered trust bank to provide a broad range of digital asset services.
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.
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 Analyst will serve as a key member of the organization’s Client Coverage Desk and Application Support Desk. This position supports 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 Analyst 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 Coverage Desk
- Serve as the primary point of contact for daily client support through the Client Coverage Desk providing service, operational support, and technical assistance and escalation
- Manage and resolve client inquiries; including participating in evening and weekend coverage as required
- Act as primary client lead for digital asset custody transfers, trading, and lending activities
- Resolve and respond to escalated client requests from internal team members
- Oversee the execution of client activities including client transactions and asset-related inquiries
- Process and track client requests using the bank’s integrated communication and ticketing platform
- Partner with the Execution Desk to support client trading and lending activities
- Coordinate with Operations and other technical teams for client support on-chain activities, (e.g. stalking, forking, and voting)
- Maintain a high-level understanding of digital products and services, including but not limited to, custody, trading, lending, and issuance
- Leverage, internal banking partners to ensure comprehensive high-quality client support Communicate client strategic opportunities and trends to the broader team, and promote effective information sharing
- Collaborating with Account Management to support client growth and engagement 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 2+ years of relevant institutional client service, trading/settlement, or bank/custody experience
- Minimum of 2+ years of relevant application/technical experience with enterprise cloud applications
- 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 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, Information Technology, Computer Science or related field
- Superior verbal, written, and communication skills
- Strong technical skills, excellent soft skills and a focus on incident response and continuous service delivery
- Excellent problem solving and analytical skills
- Team oriented and ability to network with others and partnering with peers
- Assertive, self-motivated and self-directed, possess high-level of initiative
- 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.