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Client Operations Associate - West Coast

At River, we are committed to building financial solutions that power a transparent and efficient global economic system made possible by Bitcoin. To that end, we have built leading Bitcoin Lightning, brokerage, custody, and mining products to keep our clients ahead of the curve. We aim to bring premier Bitcoin banking solutions that offer a full array of financial services to our clients. 

When hiring, we look for candidates who demonstrate the ability to think clearly, communicate effectively, and get things done. We value people who are able to think and build for the future without forgetting the lessons of the past.

River is headquartered in Columbus, OH, and has raised more than $50 million from leading investors, including; Goldcrest, Kingsway, Polychain, M13, DG, and Valor.

What you will be doing

  • Case manage client questions and feedback regarding our products and services

  • Support client base through the onboarding process

  • Analyze and identify trends in client activity and inquiries

  • Provide exceptional service to our clients and identify opportunities to go above and beyond

  • Collaborate with Relationship Management, Financial Operations, Risk Management, Client Services, and Institutional teams to support business needs

  • Identify and develop operational efficiencies to scale the business and processes

  • Be the voice of the client and provide input to product specifications based on client feedback

What we look for in you

  • Excitement to work in a fast-paced fintech startup environment 

  • Customer-facing experience preferred (i.e. food/hospitality/retail)

  • Positive attitude and energy

  • Strong critical thinker 

  • High confidence, low ego

  • Great communicator, conversationalist

  • Highly adaptable

  • Preference to candidates with a degree in Communication, Business Finance, Business Operations, Business Marketing, or Information Systems

Salary and benefits 

  • Salary: $70,000 - Full Time

  • Competitive compensation and equity

  • Unlimited PTO

  • Medical, dental, and vision insurance

  • 401k

  • In-office lunch benefit 

  • Remote position after training

Interview Process 

  • Screening Video Call (30 minutes)

  • Role specific interview block (1 hour with 2 River employees)

  • Prompted Writing Sample

  • Culture & Executive Interview (1 hour block with 2 River employees)

 

Average salary estimate

$70000 / YEARLY (est.)
min
max
$70000K
$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Client Operations Associate - West Coast, River

At River, we’re looking for a Client Operations Associate for our West Coast team, a role that's all about providing our clients with top-notch service as we revolutionize the financial landscape with Bitcoin. If you have a passion for fintech and love solving problems while keeping clients happy, this could be your perfect fit! As a vital part of our operations team, you'll manage client inquiries and feedback about our innovative products ranging from Lightning solutions to custody services. You will ensure our clients are seamlessly onboarded, analyze trends in their activities, and collaborate with various teams to enhance our services. We see you as a voice for the client, offering crucial insights that can shape future product offerings. If you're enthusiastic about thriving in a dynamic environment, love being client-facing, and have a knack for communication, we want to hear from you! With a salary of $70,000 and amazing benefits like unlimited PTO and medical coverage, it's a great opportunity to grow and make an impact at River, a company already recognized for its forward-thinking approach and impressive investor backing. Join us in our mission to create premier Bitcoin banking solutions and be part of a team that values innovation and adaptability.

Frequently Asked Questions (FAQs) for Client Operations Associate - West Coast Role at River
What are the responsibilities of a Client Operations Associate at River?

As a Client Operations Associate at River, you'll be responsible for managing client inquiries and feedback related to our financial products. This includes supporting clients throughout the onboarding process, analyzing trends in client activity, and providing exceptional service that goes beyond their expectations. You'll also collaborate with various departments to meet operational needs and help shape product offerings based on direct client insights.

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What qualifications do I need to become a Client Operations Associate at River?

To qualify for the Client Operations Associate position at River, candidates should ideally have customer-facing experience, especially in sectors like hospitality or retail. A degree in Communication, Business Finance, Business Operations, Business Marketing, or Information Systems is preferred. We value strong critical thinkers with positive energy, great communication skills, and the ability to adapt in a fast-paced environment.

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What is the salary range for a Client Operations Associate at River?

The salary for a Client Operations Associate at River is set at $70,000 per year. In addition to competitive compensation, we offer equity options, unlimited PTO, and comprehensive medical, dental, and vision insurance as part of our benefits package. You also have the option to work remotely after the training period, providing flexibility in your work-life balance.

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What does the interview process look like for the Client Operations Associate position at River?

The interview process for the Client Operations Associate role at River consists of a screening video call lasting about 30 minutes, followed by a role-specific interview block with two River employees for an hour. Candidates will also be asked to submit a writing sample and participate in a culture and executive interview to ensure alignment with River's values.

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What makes River a great place to work as a Client Operations Associate?

River offers an exciting and dynamic work environment where innovation thrives. As a Client Operations Associate, you'll be at the forefront of financial technology developments while having the opportunity to significantly impact client experience. The support from a highly collaborative team and the chance to work with cutting-edge Bitcoin financial solutions makes River a standout choice for those looking to grow their careers in fintech.

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Common Interview Questions for Client Operations Associate - West Coast
How would you handle a difficult client inquiry as a Client Operations Associate?

When faced with a difficult client inquiry, it's crucial to stay calm and listen actively to the client's concerns. Acknowledge their feelings and ask clarifying questions to fully understand the issue. Using effective communication skills, provide clear and concise information to resolve their concerns. Demonstrating empathy will help build rapport and showcase your customer service skills.

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Can you give an example of a time when you identified a trend in client feedback?

Identifying trends in client feedback is vital for improvement. You might share an experience where you implemented a system to log client feedback and noticed a recurring issue. By analyzing the data, you proposed changes to operations or product offerings that led to enhanced client satisfaction. Emphasizing your analytical approach and proactive steps shows your commitment to continuous improvement.

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What strategies might you use to ensure a smooth onboarding process for clients?

To ensure smooth onboarding, I would establish a clear communication plan that includes sending welcome emails, informative resources, and regular check-ins. Additionally, I would create a step-by-step guide for clients to follow, with quick access to support if needed. Sharing my strategies in a structured and empathetic manner demonstrates my organizational skills and customer-centric approach.

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What does exceptional client service mean to you?

Exceptional client service means going above and beyond to meet clients' needs and exceeding their expectations. It includes being attentive, responsive, and proactive in addressing their concerns while fostering a friendly and supportive relationship. Sharing specific examples of how you have provided exceptional service in past roles can illustrate your understanding and dedication.

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How do you prioritize your tasks when managing multiple client inquiries?

Prioritizing tasks effectively is crucial in a fast-paced environment. I would assess each inquiry based on urgency, impact on client satisfaction, and required response time. Utilizing organizational tools like to-do lists or task management software helps me stay focused. It’s also important to communicate with clients about expected response times to set realistic expectations.

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Describe a challenge you faced in a customer-facing role and how you overcame it.

In a customer-facing role, I once dealt with a high-pressure situation involving an upset client. I recognized the importance of active listening and empathy, allowing the client to express their frustrations first. After understanding their needs, I provided a tailored solution and followed up until the issue was resolved, resulting in a satisfied client and positive feedback.

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How do you ensure that you stay informed about product changes and updates?

Staying informed about product changes is vital in a client operations role. I would regularly participate in internal training sessions, read company updates, and collaborate with product teams. I also find it helpful to engage with peers and community forums to exchange insights, ensuring I have the most up-to-date information to assist clients effectively.

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What role does collaboration play in your work as a Client Operations Associate?

Collaboration is crucial in a Client Operations Associate role. Working closely with teams like Relationship Management and Risk Management allows for a comprehensive understanding of client needs and helps address concerns efficiently. Sharing insights and feedback enhances overall service offerings and fosters a supportive work environment where everyone contributes to client success.

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Why do you want to work at River as a Client Operations Associate?

I am drawn to River's innovative approach in the fintech space, particularly regarding Bitcoin solutions. The emphasis on client satisfaction aligns with my passion for providing exceptional service. I'm excited about the opportunity to be part of a forward-thinking team that values open communication, operational excellence, and the chance to make a substantial impact in the financial industry.

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How would you contribute to operational efficiencies in your role?

To contribute to operational efficiencies, I would assess current processes and identify areas for improvement. This might involve streamlining communication channels, automating repetitive tasks, or enhancing onboarding materials. By taking a proactive approach, I aim to not only improve my workflow but to also contribute solutions that benefit the entire client operations team.

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DATE POSTED
January 9, 2025

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