Client Coverage Analyst

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.

This position will 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

• 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
• Carefully 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
• Collaborate with Account Management to support client growth and engagement initiatives

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, possessing high-level of initiative
• Proven ability to influence others
• Ability to work potential after-hours/rotation support

Featured Benefits

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