Client Coverage Associate

Client Coverage Associate 

(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 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.