Member of Client Experience, CXM

At Anchorage Digital, we are building the world's most advanced digital asset platform for institutions to participate in crypto. Anchorage Digital is a crypto platform that enables institutions to participate in digital assets through custody, staking, trading, governance, settlement, and the industry's leading security infrastructure.

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 that may rotate from client experience, custody activity and settlements.

Responsibilities:

• Provide white-glove service during the clients' onboarding lifecycle, including account go-live, and coordinating with internal stakeholders on process development and refinement.
• Responsible for day-to-day fielding and resolving of client issues proactively and swiftly.
• Handle time-sensitive custody and settlement operations, prioritize competing demands, and meet deadlines to ensure efficient and timely execution.
• Demonstrate a keen ability to adapt and learn quickly as business strategies evolve and new products and tasks are introduced.
• Provide shift coverage to ensure continuous operation, including weekends and public holidays, on a rotating basis.
• Able to contribute in the writing and enhancement of runbooks as new processes develop.

Requirements:

• 1-3 years of client-facing experience, in financial services and/or digital asset industry.
• Experience supporting institutional client operations in financial services, back office experience or another heavily regulated industry.
• Able to face off directly with clients and internal stakeholders to reach resolution to complex problems.
• Able to work collaboratively with Sales & key stakeholders throughout the client lifecycle in furtherance of meeting clients' needs.
• 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, with strong desire to continually improve knowledge.
• Capable of operating in a fast-paced, dynamic environment with autonomy.
• Proactive, open-minded, and with a keen ability to adapt and learn quickly as business strategies evolve and new products are introduced.