Client Coverage Analyst

National Digital Trust Company (In Organization)•New York, NY

17h•Remote

About The Position

National Digital Trust Company has received conditional approval to open as a federally chartered trust bank providing digital asset services. We are building a specialized financial institution focused on digital asset custody, offering secure and efficient custodial and fiduciary services. This role involves working with foundational systems and processes to shape our operating model and influence the market entry of a new category of financial infrastructure. We seek individuals who can confidently handle complexity, tackle ambitious opportunities, and adapt to a rapidly evolving industry. Our principles emphasize a mindset of continuous improvement, ownership, innovation, adaptation, and a team-first collaborative approach.

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.

Responsibilities

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., staking, forking, and voting).
Maintain a high-level understanding of digital products and services, including 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.
Collaborate 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.