Client Coverage Associate

National Digital Trust Company (In Organization)•Washington, DC

16h•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 to address the growing demand for digital asset services, focusing on secure and efficient custody, trading, and lending for various digital assets. 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.

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.

Responsibilities

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.
Serve as the primary lead for digital asset custody transfers, trading, and lending activities.
Act as the escalation point for complex client inquiries and issues, coordinating resolution with senior internal support teams and resolving 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 the Execution Desk to support client trading and lending activities.
Collaborate with Operations and technical teams to support on-chain activities (e.g., staking, 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 the Client Coverage Desk.
Partner with the 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.