[Hiring] Client Operations Associate @River

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Role Description

At River we are building the world’s most trusted financial institution to empower people to take ownership of their financial lives through bitcoin, the world’s only incorruptible digital asset. We believe in a future where every person will have bitcoin savings, and every business will have bitcoin on the balance sheet. We obsessively design and build delightful products that help our clients buy, sell, secure, and use bitcoin.

What you will do:

  • Directly interface with clients to manage questions and feedback about our products and services
  • Analyze and identify trends in client activity and inquiries
  • Identify and develop operational efficiencies to scale the business and processes
  • Refine the business rules, automations, and communication methods across Client Operations
  • Act as a liaison between clients and our various internal teams–Relationship Management, Engineering, Financial Operations, Risk Management, and Client Services–to support business needs, improve the product, and enhance the client experience

Qualifications

  • Ability and interest to work in a fast-paced fintech startup environment
  • High agency self starter
  • Collaborate and problem-solve well
  • Customer-facing experience preferred
  • Great communicator, conversationalist
  • Highly adaptable; able to shift focus on the fly and balance many tasks
  • Ability to identify trends in data and make decisions based on analyses
  • Excel/Google Sheets, SQL, product management experience a plus, but not required
  • Preference to candidates with a degree in Communication, Business Finance, Business Operations, Business Marketing, or Information Systems

Requirements

  • Salary: $70,000 - Full Time
  • Competitive compensation and equity
  • Unlimited PTO
  • Medical, dental, and vision insurance
  • 401k
  • Fully remote option - West Coast only (PST)

Interview Process

  • Screening Video Call (20 minutes)
  • Role specific interview block (1 hour with 2 River employees)
  • Prompted Assignment
  • Culture & Executive Interview (1 hour block with 2 River employees)
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...