Trust Officer - job 1 of 2

As a Trust Officer at BitGo, you will oversee all accounts under administration, ensuring client satisfaction and adherence to legal regulations. Your responsibilities include managing customer inquiries, improving service quality, executing account opening and closing procedures, and conducting thorough annual reviews of trust accounts. You will also collaborate with internal teams to provide a cohesive customer onboarding experience.

BitGo requires a Bachelor’s Degree, preferably with an advanced degree or certification. You should have at least six years of customer relationship experience and three years working at a trust company. Strong communication skills, attention to detail, and analytical abilities are essential to succeed in this role.

At BitGo, a Trust Officer is committed to providing high-quality customer service by owning the client experience from beginning to end. This involves actively managing client communications, being responsive to inquiries, and continuously seeking improvements in service delivery to ensure lasting client satisfaction.

BitGo emphasizes effective verbal and written communication, strong customer service skills, accuracy, and attention to detail as crucial skills for a Trust Officer. Additionally, organizational skills and the ability to work with various tools such as emails and databases are essential in managing client accounts efficiently.

As a Trust Officer at BitGo, you can expect a competitive salary, bonus, and stock options. The company offers 100% paid health insurance, a 401k match, generous parental leave, and additional perks such as free meals, modern workplace furniture, and a collaborative environment that promotes growth and innovation.

In answering this question, discuss your understanding of relevant trust laws and regulations. Highlight your approach to regular audits and reviews you would perform on accounts to remain compliant while ensuring client satisfaction.

It's important to share specific examples of your customer service experience, detailing how you've managed client relationships, resolved conflicts, and contributed to improving overall client satisfaction in your previous roles.

Share your organizational strategies like using spreadsheets or project management tools, creating checklists, and establishing timelines or reminders to effectively manage multiple trust accounts and ensure timely responses.

Discuss how you would actively listen to the client's concerns, communicate clearly and empathetically, and take action to resolve their issues, emphasizing your commitment to finding a solution and restoring their trust.

Explain that while attention to detail and communication skills are essential, problem-solving abilities and the capacity to analyze situations critically are also vital for effectively managing client accounts and maintaining compliance.

Provide a specific example where you identified a gap in customer service, detailing the actions you took to improve processes and the positive outcomes that followed, such as increased client satisfaction or reduced response times.

Explain your prioritization method, which could include assessing urgency, impact on clients, and deadlines. Discuss how you stay flexible to adapt to shifting priorities during peak times while ensuring quality in your work.

Highlight BitGo's position as a pioneer in the digital asset space, recognizing its commitment to client security and innovation. Discuss your enthusiasm for being part of a forward-thinking company that is reshaping the financial markets.

Talk about your proactive approach to staying informed about regulatory changes, whether through continued education, professional networks, or internal team check-ins, and how you'd implement necessary procedures to ensure compliance swiftly.

Share your passion for service and client management. Discuss how building strong relationships and ensuring the security and satisfaction of your clients motivates you to perform at your best in the trust administration environment.