Client Experience Manager

Role Description:

• Onboard clients onto our platform, answer their questions, personally solve their problems, and ensure that using our product is always a safe and smooth experience.
• Handle operational needs that includes support for multiple business lines.
• Ensure our client’s needs are met by being their champion internally within Anchorage. 
• Create a reputation around our client journey as the most enjoyable, seamless, and professional experience in the industry. 
• Instill peace of mind, trust, and confidence throughout every client interaction.
• Develop technical and financial acumen with the goal of becoming a beacon of knowledge for the industry, and your coworkers. 
• Storyboard and constantly improve our client journey using data and pattern analysis. 
• Collaborate with our Sales department to ensure a perfect/high-touch hand-off and an ongoing open dialogue. 
• Adhere to policies, procedures and regulatory banking requirements; proactively partner with our Compliance department whenever there is uncertainty. 
• Personify Anchorage’s core values and help codify/scale our brand behavior. 

Qualifications:

• You must be open to participating in an on-call rotation (including some nights and weekends) to assist with client inquiries and transactions
• You have +2 years working in a product support role directly assisting and interacting with clients to address technical and general support questions
• You have +1 year of experience on-boarding clients and preferably assisting with KYC/AML documentation collection/coordination
• You know how to preemptively and retroactively deal with client emotions. 
• You’ve proven that you can maintain composure in stressful situations.
• You  are willing to obtain the Series 7 and 63 securities licenses. 
• You have experience organizing/tracking your client relationships through a CRM (such as Talkdesk, Zendesk, Gladly, etc.), and you know how to leverage data to increase client engagement/satisfaction.   
• You have a genuine interest in learning more about blockchain technology and the crypto-movement.

Bonus Points:

• You've proven that you can navigate the constantly changing demands of a high growth startup.
• You have experience working in the crypto industry
• You have worked at or with institutional investment funds.
• You've seen and were emotionally moved by the musical Hamilton (the founder of our nation's financial system :).

Company Benefits (Mid-Pandemic):

• 100% coverage of health, dental, & vision for you and your dependents.
• One Medical Membership.
• Pre-tax commuter/parking benefits.
• 401(k) plan & FSA.
• Flexible, guilt-free, vacation policy.
• Monthly mental health day.
• Home workstation budget.
• Employee training & development.
• Meaningful equity in a fast-growing company.

Postscript: