Client Coverage Associate

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

📋 Description

• Lead daily client support through the Client Coverage Desk, delivering service, operational, and technical assistance.

• Manage and address client inquiries, including participation in evening and weekend coverages as required.

• Serve as the primary point of contact for digital asset custody transfers, trading, and lending activities.

• Act as the escalation point for complex client inquiries and issues, coordinating resolution with senior internal support teams and ensuring 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, processing and resolving client coverage activities via an integrated client communication platform and ticket management system.

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

• Work in partnership with Operations and technical teams to facilitate on-chain activities (e.g., staking, 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 provide comprehensive client solutions.

• Communicate client strategic opportunities and trends to the extended team, and encourage effective knowledge sharing within the Client Coverage Desk.

• Collaborate with the Account Management team to support client growth initiatives.

• Provide prompt and 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 onboarding, 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.

⛳️ Requirements

• A minimum of 3+ years of relevant institutional client service, trading, settlement, and/or banking and custody experience.

• At least 3+ years of relevant application/technical experience with enterprise cloud applications.

• A minimum of 2+ years of supervisory or team lead experience.

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

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

• Ability to thrive in a fast-paced, client deadline-driven environment.

• Capability to work efficiently and accurately under pressure to meet deadlines.

• BS/BA in Business, Mathematics, Information Technology, Computer Science, or a related field.

• Excellent verbal, written, and communication skills.

• Strong problem-solving and analytical abilities.

• Robust technical skills, exceptional soft skills, and a commitment to incident response and continuous service delivery.

• Team-oriented, with a focus on networking with others and collaborating with peers.

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

• An exceptional leader with a proven ability to influence others.

• Willingness to work potential after-hours or rotation support.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• 401(k).

• Life and disability insurance.