Client Coverage Analyst

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the primary contact for daily client support through the Client Coverage Desk, offering service, operational support, and technical assistance along with escalation procedures.

• Handle and resolve client inquiries, including participating in evening and weekend coverage as necessary.

• Serve as the main client representative for digital asset custody transfers, trading, and lending operations.

• Address and respond to escalated client requests from internal team members.

• Supervise the execution of client activities, including transactions and asset-related inquiries.

• Process and monitor client requests utilizing the bank’s integrated communication and ticketing system.

• Collaborate with the Execution Desk to assist with client trading and lending operations.

• Coordinate with Operations and other technical teams for client support related to on-chain activities, such as staking, forking, and voting.

• Maintain an extensive understanding of digital products and services, including custody, trading, lending, and issuance.

• Utilize internal banking partners to guarantee comprehensive, high-quality client support, while communicating strategic opportunities and trends to the broader team to encourage effective information sharing.

• Partner with Account Management to enhance client growth and engagement initiatives.

• Provide prompt and comprehensive application support to employees remotely via Microsoft Teams and other tools.

• Troubleshoot application, software, and identity access management issues; resolve or escalate problems while effectively managing the ticket lifecycle.

• Facilitate application needs for new employee onboarding, role transfers, and exits.

• Keep accurate and up-to-date documentation of procedures and configurations.

• Participate in a weekly on-call rotation for after-hours support.

⛳️ Requirements

• A minimum of 2+ years of relevant experience in institutional client service, trading/settlement, or bank/custody roles.

• At least 2+ years of applicable application/technical experience with enterprise cloud applications.

• Demonstrated knowledge and experience with digital assets, blockchain, and various on-chain activities, such as staking, forking, and voting.

• Familiarity with multiple communication channels and integrated technical systems for voice, video conferencing, chat, and other tools.

• Capability to thrive in a fast-paced environment driven by client deadlines.

• Proficiency in working efficiently and accurately under pressure to meet deadlines.

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.

• Exceptional verbal, written, and communication skills.

• Strong technical abilities, excellent interpersonal skills, and a focus on incident response and continuous service delivery.

• Outstanding problem-solving and analytical capabilities.

• Team-oriented with the ability to build networks and collaborate with colleagues.

• Assertive, self-motivated, and self-directed, demonstrating a high level of initiative.

• Proven ability to influence others.

• Availability for potential after-hours or rotational support duties.

🏝️ Benefits

• Medical

• Dental

• Vision insurance

• 401(k)

• Life and disability insurance