About the Role:
We are seeking a highly skilled Client Success Associate to join our global team.
This is an exciting opportunity for someone who is passionate about delivering exceptional support and guidance to our clients.
The successful candidate will play a critical role in ensuring our clients have a smooth, informed experience while using our Bitcoin-backed lending products.
This is a highly cross-functional role requiring strong client relationship skills, technical curiosity, and a high sense of urgency.
Key Responsibilities:
* Interact with current and prospective clients via email, phone, and video, providing product information and support across our lending and savings offerings
* Deliver clear and concise responses to client inquiries to ensure a strong understanding of product functionality and account status in order to meet or exceed our SLAs
* Ticket management and use of support tools
* Proactive client education and guidance
* Review and validate KYC documents in accordance with internal AML policies, including sanctions list checks and compliance reviews
* Provide timely follow-up to clients regarding missing or invalid documentation
* Strict compliance with internal policies and regulations
* Effective escalation of incidents
* Collaborate with technical and product teams to process requests and troubleshoot issues as needed
* Support and work closely with the AML, Compliance, Regulatory, Operations, and Treasury teams by adhering to and actioning all assigned tasks, requests, and process requirements in a timely and accurate manner
* Collaboration on special projects and process improvements
* Suggest and communicate feedback internally to improve client experience and journey automation
* Assist and collaborate with fellow CS Associates to build shared capabilities across the team
Benefits and Qualifications:
* A passion for making a difference in the lives and futures of our clients
* Strong client relationship skills, technical curiosity, and a high sense of urgency
* Excellent communication and problem-solving skills
* Ability to work collaboratively in a fast-paced environment
* Knowledge of financial services, specifically digital assets