Member of Client Experience

As a Member of Client Experience you will:

• Manage clients through our client onboarding process, ensuring efficient client throughput while providing an excellent onboarding process.
• Ensure full completion of client applications and submission of KYC documentation as part of the onboarding process.
• Liaise between compliance and the client to ensure that any additional requests for information from the compliance team are fulfilled in a timely manner.
• Prepare client onboarding decks for use in screen shares during video conference calls to facilitate client understanding of the products and services they’re being onboarded for, account maintenance options and client service team.
• Become an expert in all our product and service offerings, intimately understanding product features, trading operations, and supported cryptocurrency.
• Serve as the internal advocate for our clients to our product, engineering, compliance, and trading teams.
• Participate in and build complex, multi-product client workflows and strategies to ensure our client expectations are exceeded
• Provide white glove support to our global client base through phone, email, video calls and chat in an articulate and empathetic manner
• Effectively triage and prioritize incoming client requests-- seeing each inquiry through to successful resolution.
• Collaborate with brokerage, sales, and legal teams to respond to more complex client requests.
• Support brokerage operations, including but not limited to client statement preparation, funds movement (trade settlement), internal account management.
• Create client presentations, user guides, FAQs
• Participate in evening and weekend on-call rotations

You may be a fit for this role if:

• You have a minimum of 3 years experience managing institutional clients in a financial services setting
• You have a strong understanding of how institutional clients such as VCs, Sovereign Wealth Funds, PEs etc operate.
• You have a deep understanding of traditional financial services, products and strategies as required to provide thought leadership and strategic support to your clients and the goals they have to implement their own strategies.
• Experience with different channels of support including chat, text, telephone, email and video conference.
• You have "executive presence," i.e. confidence and composure interfacing with financial investors and C-level executives.
• You have deep technical knowledge or are able to quickly gain that knowledge on the following subjects: blockchain, crypto-economics, security engineering.
• You have a keen ability to adapt and learn quickly as business strategies evolve and new products are introduced.
• You self-describe as some combination of the following: creative, humble, ambitious, detail-oriented, hardworking, trustworthy, eager to learn, methodical, action-oriented, and tenacious.
• You have experience using Salesforce.
• You are located in the Central Time Zone, Mountain Time Zone, or Pacific Time Zone of the United States.

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. :)

Compensation at Anchorage Digital:

• Compensation at Anchorage Digital is market-driven and data-informed. All full-time employees receive a market-leading salary, meaningful equity, and a generous perks and benefits package.
• Compensation Range: ($94,550 - $117,000) - this salary range may be inclusive of multiple regional locations and job grades. This compensation range will be narrowed during the interview process based on skills, abilities, and experience required. We partner with third party firms annually to verify equity, cash, benefits, and perks benchmarks. For sales and business development roles, the range provided is the On Target Earnings (“OTE”) which is inclusive of base salary + sales commissions/bonuses targets for the position.
• Benefits: Anchorage Digital is proud to provide market-leading benefits and perks to our employees. We are only 1% of companies who offer 100% health, dental, and vision coverage for you and your dependents. This means no monthly out-of-pocket premiums for you or your family. We offer a wide range of benefits to our employees globally.
• You can learn more about our culture and perks and benefits here.