Client Coverage Associate
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.
Objectives
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
Qualifications
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, possessing high-level initiative
Exceptional leadership with proven ability to influence others
Ability to work potential after-hours/rotation support