Client Coverage Associate

Job not on LinkedIn

🔥 28 minutes ago

☕ Washington – Remote

☕ Washington – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

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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

• Lead daily client support through the Client Coverage Desk, providing service, operational, and technical assistance • Manage and resolve client inquiries; including participation in evening and weekend coverages as needed • Service as the primary lead for digital asset custody transfers, trading, and lending activities • Act as the escalation point for complex client inquiries and issues. Coordinate resolution with senior internal support teams and resolve issues with clear escalation paths. • Oversee the execution of client activities including, but not limited to, client transactions and asset- related inquiries • Manage client requests through the bank’s communication and ticketing platforms Process and resolve client coverage activities via integrated client communication platform and ticket management system • Partner with Execution Desk to support client trading and lending activities • Collaborate with Operations and technical teams to support on-chain activities (e.g. stalking, forking, and voting) • Maintain expert knowledge of digital asset products including, but not limited to custody, trading, lending, and issuance • Leverage internal banking partners to deliver comprehensive client solutions • Communicate client strategic opportunities and trends to the extended team, and promote effective knowledge communication sharing within Client Coverage Desk • Partner with Account Management team to support client growth 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 3+ years of relevant institutional client service, trading, settlement, and/or bank and custody experience • Minimum of 3+ years of relevant application/technical experience with enterprise cloud applications • Minimum of 2+ years of supervisory experience or team-lead experience • 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 communication 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, Mathematics Information Technology, Computer Science or related field • Superior verbal, written, and communication skills • Excellent problem solving and analytical skills • Strong technical skills, excellent soft skills and a focus on incident response and continuous service delivery • Team oriented, networking with others and partnering with peers • Assertive, self-motivated and self-directed, possess high-level of initiative • Exceptional leader with proven ability to influence others • Ability to work potential after-hours/rotation support

🏖️ Benefits

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