Anchorage Digital is the premier digital asset platform for the most sophisticated institutions participating in digital assets. As a Member of Client Experience, you are responsible for delivering unparalleled white glove service to our institutional clients throughout the onboarding process and on-going account management activities. In this role, you are responsible for ensuring an excellent onboarding experience and providing attentive care to our clients by responding to their inquiries in a timely and thoughtful manner and managing their transactions in a risk conscious way. You will become intimately familiar with the operations of our clients and their use of our platform and will anticipate their needs and serve as an advocate for them internally. You will support client interactions across multiple teams and work closely with your Client Operations teammates in ensuring processes and procedures are developed and continuously refined.
We have created the Factors of Growth & Impact to help Villagers better measure impact and articulate coaching, feedback, and the rich and rewarding learning that happens while exploring, developing, and mastering the capabilities and contributions within and outside of the Member of Client Experience role:
Technical Skills:
- Be responsible for understanding clients’ use-case and fit within Anchorage Digital’s expanding product suite
- Apply concepts, knowledge and implement Anchorage policies and procedures to resolve a variety of issues.
- Retain excellent understanding of blockchains & crypto industry to better support clients as the industry continues to evolve
Complexity and Impact of Work:
- Work in lock-step in support of more senior CXMs’ coverage of top tier clientele.
- Be responsible for day-to-day fielding and resolving client issues proactively and swiftly.
- Be responsible for providing white-glove service during the clients’ onboarding lifecycle, including account go-live, and coordinating with internal stakeholders on process.
- Be responsible for client reporting & metrics as needed by more senior CXMs.
Organizational Knowledge:
- Understand the strategy of Anchorage and be considered when defining the planning and goals of the team.
- Understand how the company’s priorities relate to their own area of work, and clearly communicate the ‘why’ behind the work.
Communication and Influence:
- Work collaboratively and thoughtfully with team members and interdepartmental stakeholders.
- Communicate effectively in guiding and resolving clients throughout the client lifecycle.
You may be a fit for this role if you have:
- A general understanding of anti-money laundering concepts, and why they’re important.
- Knowledge of institutional client onboarding, lifecycles, and structures.
- Knowledge of crypto, but strong desire to improve knowledge.
- The capability of operating in a fast-paced environment with autonomy.
- The ability to face off directly with clients and internal stakeholders to reach resolution.
- The ability to work collaboratively with Sales & RMs throughout the client lifecycle.
- Experience working with customers to address and resolve questions or challenges.
- 3-5 years experience in client-facing, relationship management role.
Although not a requirement, bonus points if you:
- Have experience in traditional financial services industry or strong crypto background.
- Find enjoyment being part of a team.
- Have capabilities of operating in a fast-paced environment with autonomy.
- Were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. 🙂
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