Member of Client Experience, Anchorage Digital

• Proficiency with CRM systems (e.g., Salesforce) to efficiently manage and track activities and client information and keep information accurate and up to date
• Beginner’s working knowledge of cryptocurrencies or a strong curiosity to learn
• Understanding of client lifecycles within financial services industry
• Collaborative & proactive in effecting change

Desirable

• 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
• Work to improve the data integrity and functionality, with the goal of having all records properly synced through all systems
• Become an expert in all our product and service offerings, intimately understanding product features, trading operations, and supported cryptocurrency
• Apply extensive experience in sales support and client experience support with a strong focus on delivering exceptional service
• Apply organizational and time management skills to manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced environment
• Use your keen ability to adapt and learn quickly as business strategies evolve and new products are introduced
• Effectively triage and prioritize tasks - seeing each through to successful resolution
• Maintain comprehensive documentation for tracking tasks and processes, ensuring things are well documented
• Participate in evening and weekend on-call rotations
• Serve as the internal advocate for our clients to our product, engineering, compliance, and trading teams
• Ensure the accuracy and integrity of data for all accounts, adhering to timely updates and maintenance
• Provide exceptional service to both internal and external clients, ensuring their needs are met with the highest level of attention and care
• Assist sales and client experience team with daily tasks and administrative duties