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. Home to Anchorage Digital Bank N.A., the first federally chartered crypto bank in the U.S., Anchorage Digital also serves institutions through Anchorage Digital Singapore, Porto by Anchorage Digital, and other offerings.   The company is funded by leading institutions including Andreessen Horowitz, GIC, Goldman Sachs, KKR, and Visa, with its Series D valuation over $3 billion. Founded in 2017 in San Francisco, California, Anchorage Digital has offices in New York, New York; Porto, Portugal; Singapore; and Sioux Falls, South Dakota. Learn more at anchorage.com, on X @Anchorage, and on LinkedIn.  With the evolving landscape of digital threats and an increasing volume of sophisticated attacks by malicious actors, we have a security policy mandating all new hires complete an in-person onboarding process - no exceptions. Security is our foundation and we prioritize physical identity verification and secure IT setup. While our security and IT logistics require physical presence to protect our infrastructure from sophisticated global threats, this move is equally about our Village culture. We believe that a laptop can be shipped, but our culture cannot.

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. 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, 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: Takes accountability for understanding Anchorage Digital’s expanding business lines and services. Applies concepts, knowledge and implements Anchorage policies and procedures to resolve a variety of issues. Understands of how institutional clients such as VCs, Sovereign Wealth Funds, PEs etc operate. Understands prospecting and onboarding flows within a bank (e.g., Know Your Client (“KYC”), contracts, account authorization and maintenance, etc.). Demonstrates general understanding of the crypto industry’s landscape, tokens/protocols, and different verticals in which they’re deployed (staking, governance, etc.) Executes and oversees the end-to-end processing of client operations for institutional clients. This includes receiving, verifying, and reviewing operations accurately and in a timely manner. Complexity and Impact of Work: 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. Organizational Knowledge: Stay updated with the evolving cryptocurrency industry trends, regulatory guidelines, and best practices related to Know Your Client (“KYC”), settlements and custodial services. Can research and source answers from available information (SalesForce, Notion, Slack, JIRA) and properly engage subject matter experts as needed. Remains aware of the strategy of Anchorage Digital and what it means for Client Experience, Custody Operations and Settlements. Understands how the company’s priorities relate to their clients, the impact of changes to process, pricing, and new features. Communication and Influence: Work collaboratively and thoughtfully with team members and interdepartmental stakeholders, including compliance, product, and sales departments. Comfortable, confident, and effective communicating with the full spectrum of clients, from start ups/protocols to C-suite partners at established venture capital firms. Actively contributes to discussions within the team to improve processes and productivity, and thoughtfully conveys information and insights with impact when working with other teams to address project & issues. You may be a fit for this role if you have: 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. Although not a requirement, bonus points if:   You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. :)