Member of Client Experience, CXM

The role

You will deliver white glove service to institutional clients during onboarding and in ongoing account management. You will respond to client inquiries, manage their transactions with care for risk, and work with Client Operations to refine processes.

What you will do

• Deliver white glove service to institutional clients during onboarding, including account go-live
• Handle client inquiries in a timely and thoughtful manner
• Manage client transactions in a risk conscious way
• Handle time-sensitive custody and settlement operations and meet deadlines
• Resolve client issues proactively and swiftly
• Coordinate with internal stakeholders on process development and refinement
• Contribute to writing and improving runbooks as new processes develop
• Keep up with crypto industry trends, regulatory guidelines and KYC and settlement best practices
• Work with Sales and other teams through the client lifecycle
• Provide shift coverage, including weekends and public holidays

Required qualifications

• 3-5 years of client-facing experience in financial services and/or the digital asset industry
• Experience supporting institutional client operations in financial services, back office, or another heavily regulated industry
• Ability to face off directly with clients and internal stakeholders to resolve complex problems
• Knowledge of institutional client onboarding, lifecycles and structures
• General understanding of Know Your Client (KYC) and anti-money laundering concepts
• Conviction, curiosity and knowledge of crypto
• Ability to operate in a fast-paced, dynamic environment with autonomy
• Proactive, open-minded, and able to adapt and learn quickly

Nice to have

• Emotionally moved by the soundtrack to Hamilton

Before you apply

• All new hires must complete an in-person onboarding process, with no exceptions
• Shift coverage on a rotating basis, including weekends and public holidays

About the company

Anchorage Digital is building a digital asset platform that lets institutions participate in crypto through custody, staking, trading, governance and settlement. It is home to Anchorage Digital Bank N.A., the first federally chartered crypto bank in the U.S.