Member of Client Experience, Anchorage Digital

• 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
• Capability of operating in a fast-paced environment with autonomy
• Able 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

Desirable

• As a Member of Client Experience, CXM, 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
• 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
• 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
• 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
• Work collaboratively and thoughtfully with team members and interdepartmental stakeholders
• Communicate effectively in guiding and resolving clients throughout the client lifecycle