Client Operations Analyst

Client Operations Specialist

Hex Trust, established in 2018, offers fully regulated institutional digital asset Custody, Staking, and Markets services to builders, investors, and service providers. Drawing on the expertise of veteran banking technologists and award-winning financial services leaders, Hex Trust continues to innovate with its proprietary bank-grade platform, providing secure, and integrated solutions. Hex Trust has grown its global presence, with offices in Hong Kong, Singapore, Dubai, Italy, and Vietnam.

At Hex Trust, our Client Operations team interacts closely with some of the most forward-thinking players in the Digital Asset industry, from financial institutions moving into the space to the very projects issuing top market cap assets. The ideal candidate "wants in", is eager to make a difference and not afraid to roll up his/her/their sleeves. We do not look at diplomas or grades we look at attitude, drive, standards and passion. The industry is fast-paced and so are we: the ideal candidate puts customers first no matter what, ensures excellent service standards and is a great team player because Client Operations is a team effort. The ideal candidate has a high EQ, can work through the unexpected and is excited for a unique opportunity to make a real impact in an exciting and growing company.

Our Client Operations team is a group of highly talented and dynamic contributors. Each individual ensures that our broad range of Customers from Institutions to High-Net-Worth individuals has the best experience possible every single time they interact with Hex Trust: at onboarding, when they need additional products or services and, last but not least, when they need help. The team efficiently manages all new clients' onboarding, cross- and up-selling activities as well as inbound service requests and communications. Alongside nurturing customer relationships, the team focuses on continuous improvement of internal processes via a variety of ad-hoc projects aimed at increasing efficiency, automation and scaling of our operations while keeping exceptional client servicing standards as the primary goal.

1. Build fruitful relationships with Hex Trust Customers by becoming their key point of contact
2. Provide exceptional client service for all Hex Trust products and services
3. Ensure smooth and timely client onboarding by coordinating internally with the different teams involved (Operations, Technology, Compliance, etc.)
4. Address inbound Customer requests and issues via email, chat and phone
5. Become an enabler of Hex Trust Customers' success by Identifying and assessing Customers' needs
6. Work across the organization to streamline processes and facilitate solving Customer issues accurately and efficiently
7. Create process enhancements and efficiencies via proactive improvement projects
8. Provide periodic on-call support coverage for customer issues outside of business hours
9. Occasional weekend coverage of support channel