Summary

As a Client Experience Team Lead, you are responsible for delivering unparalleled white glove service to our 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 our wealth and asset management platforms, our investment advisor, wealth and asset manager clients and their use-cases, anticipate their needs & that of their end-clients, and serve as an advocate for them internally.

In addition to day to day client service and support, you will act as a thought partner and builder to internal teams, leveraging problem-solving skills and an understanding of client needs to contribute to the continued development and scalability of service models and platforms in support of our wealth and asset manager clients. You will support client interactions across multiple teams and work closely with your Business, Client Operations, KYC Operations, and Product/Engineering teammates in ensuring ongoing enhancement to client workflows and development and refinement to processes/procedures.

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 Client Experience Team Lead, Wealth and Asset Managers role:

Technical Skills:

1. Responsible for understanding Anchorage Digital’s expanding product suite, specifically the evolving wealth and asset management platforms
2. Applies concepts, knowledge, and implements Anchorage policies and procedures to resolve a variety of issues
3. Excellent understanding of blockchains & crypto industry to better support clients as the industry continues to evolve
4. Excellent understanding of Anchorage Digital’s core product and its fit in the wealth and asset management space
5. Firm understanding of services provided in the digital asset space: custody, trading, staking & governance, stablecoins
6. General understanding of Know Your Client (“KYC”), contracts, operational flows within a bank

Complexity and Impact of Work:

1. Works in lock-step with stakeholders in support of Anchorage Digital’s clients
2. Responsible for day-to-day fielding and resolving of client issues proactively and swiftly
3. Provides white-glove service during the clients’ onboarding lifecycle, including account go-live, and coordinating with internal stakeholders on process
4. Able to operate tactical processes while building new models, contributing in the writing and enhancement of runbooks as new processes develop

Organizational Knowledge:

1. Aware of the strategy of Anchorage Digital and what it means for the Client Experience team and our clients
2. Understands how the company’s priorities relate to their own area of work, and clearly communicates the ‘why’ behind the work
3. Can perform independent research and source answers from available information (Notion, Slack, JIRA, DocuSign, Linear), properly engaging subject matter experts as needed

Communication and Influence:

1. Work collaboratively and thoughtfully with team members and interdepartmental stakeholders
2. Comfortable, confident, and effective communicating with the full spectrum of clients, from small independent advisors to large scale wealth and asset managers and broker/dealers
3. Able to digest and articulate complex client use-cases in digital assets to inform roadmap & prioritization

You may be a fit for this role if you have:

1. General understanding of anti-money laundering concepts, and why they’re important
2. Knowledge of institutional client onboarding, lifecycles, and structures
3. Curiosity & knowledge of crypto, with strong desire to improve knowledge
4. Capable of operating in a fast-paced environment with autonomy
5. Able to face off directly with clients and internal stakeholders to reach resolution for complex problems
6. The ability to work collaboratively with Sales and other key stakeholders throughout the client lifecycle
7. Experience working with customers to address and resolve questions or challenges
8. 5+ years experience in client-facing, client service or relationship management role, specifically supporting independent investment advisors and/or wealth and asset managers
9. Proactive, open-minded, and constantly looking for ways to improve the client experience

Although not a requirement, bonus points if:

1. You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. :)

Skills

• Business Relation
• Communications Skills
• Team Collaboration