Client Coverage Analyst

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🔥 5 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

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National Trust

WebsiteLinkedInAll Job Openings

10,000+ employees

🤲 Charity

🏨 Hospitality

🛒 Retail

Charity • Hospitality • Retail

National Trust is Europe’s largest conservation organisation and a registered charity that protects and opens historic houses, gardens, parks, countryside and cultural heritage across England, Wales and Northern Ireland. It operates a wide range of visitor services — including food & beverage, retail, holidays, visitor experience and educational programming — and runs estate management, conservation, fundraising, volunteer and apprenticeship programmes to care for places and engage millions of visitors each year.

📋 Description

• Serve as the primary point of contact for daily client support through the Client Coverage Desk providing service, operational support, and technical assistance and escalation • Manage and resolve client inquiries; including participating in evening and weekend coverage as required • Act as primary client lead for digital asset custody transfers, trading, and lending activities • Resolve and respond to escalated client requests from internal team members • Oversee the execution of client activities including client transactions and asset-related inquiries • Process and track client requests using the bank’s integrated communication and ticketing platform • Partner with the Execution Desk to support client trading and lending activities • Coordinate with Operations and other technical teams for client support on-chain activities, (e.g. stalking, forking, and voting) • Maintain a high-level understanding of digital products and services, including but not limited to, custody, trading, lending, and issuance • Leverage internal banking partners to ensure comprehensive high-quality client support Communicate client strategic opportunities and trends to the broader team, and promote effective information sharing • Collaborating with Account Management to support client growth and engagement initiatives • Deliver prompt, thorough application support to employees remotely via Microsoft Teams, and other tools • Troubleshoot application, software, and identity access management issues; resolve or escalate problems while proactively managing the ticket lifecycle • Facilitate application needs for new employee onboardings, role transfers, and departures • Maintain accurate and up-to-date documentation of procedures and configurations • Participate in a weekly on-call rotation for after-hours support

🎯 Requirements

• Minimum of 2+ years of relevant institutional client service, trading/settlement, or bank/custody experience • Minimum of 2+ years of relevant application/technical experience with enterprise cloud applications • Demonstrate working knowledge and experience with digital assets, blockchain, and other on-chain activities, e.g. staking, forking, and voting • Experience with multiple communication channels and integrated technical systems for voice, video conference, chat, and other tools • Ability to work in a fast paced, client deadline driven environment • Ability to work efficiently and accurately under pressure to meet deadlines • BS/BA in Business, Information Technology, Computer Science or related field • Superior verbal, written, and communication skills • Strong technical skills, excellent soft skills and a focus on incident response and continuous service delivery • Excellent problem solving and analytical skills • Team oriented and ability to network with others and partnering with peers • Assertive, self-motivated and self-directed, possess high-level of initiative • Proven ability to influence others • Ability to work potential after-hours/rotation support

🏖️ Benefits

• Medical • Dental • Vision insurance • 401(k) • Life and disability insurance