Note: The job is a remote job and is open to candidates in USA. National Digital Trust Company is a newly chartered trust bank focused on providing digital asset services. The Client Coverage Analyst will support daily client execution and maintenance of digital assets, providing high-quality operational and technical support to clients and employees.
Responsibilities
- 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
- 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
Skills
- 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
Benefits
- Employer-provided: Medical, Dental, and Vision insurance
- Employer-provided: 401(k)
- Employer-provided: life and disability insurance
Company Overview