Bakkt

Client Partner

• Serve as the day-to-day point of contact for an assigned group of trading and payments clients
• Maintain regular communication to understand client needs and ensure value from Bakkt’s products and services
• Support preparation and execution of quarterly business reviews
• Conduct client onboarding sessions and guide setup and adoption
• Provide user training and host regular progress check-ins
• Address client concerns proactively and help prevent churn
• Demonstrate product return on investment through detailed reports in partnership with Data & Analytics
• Collaborate with sales and onboarding teams during client handoffs
• Share client feedback with product teams to inform features and enhancements
• Coordinate with support teams to resolve client issues promptly and consistently
• Establish and nurture client relationships, build trust, and advocate for clients internally
• Align client business goals with Bakkt’s offerings through tailored success plans
• Monitor client usage and health metrics, analyze KPIs, and identify issues or opportunities
• Manage escalations and represent client interests in product and service decisions
• Identify upselling and cross-selling opportunities and support renewals by demonstrating ongoing value
• Stay informed about industry trends, product updates, and competitive offerings

Client Success Manager

Analyst

• Log, validate, and categorize all incoming complaints (support, social media, executive, and regulatory agencies like CFPB)
• Prioritize cases based on risk, impact, and SLA
• Conduct detailed investigations for L1 and L2 support cases (reviewing transaction history and support notes)
• Coordinate resolution development with internal/BPO teams
• Escalate complex or high-risk matters
• Identify systemic drivers (product issues, process gaps, CX breakdowns) and track recurring issues
• Partner with Operations, Product, and Engineering for improvements
• Prepare regulatory reports, internal dashboards, and audit documentation in adherence to Reg E, UDAAP, and CFPB requirements
• Ensure all complaint records are complete, accurate, and audit-ready
• Analyze complaint data to identify trends by category, product, or channel
• Participate in governance cadence, including Weekly Complaint Operations Reviews, to drive continuous improvement.

Complaint Analyst

Underwriter

• Establish and drive the end-to-end credit risk management lifecycle in a de novo environment, encompassing the Credit Risk Policy framework, implementation and integration of the Loan Origination System (LOS), application quality assessment, automated and manual decisioning, and managing post-approval credit monitoring
• Protect the program from credit and fraud losses, ensuring strict regulatory compliance
• Manage application quality, designing automated and manual decisioning processes, owning the administration and performance of the Loan Origination Platform
• Continuously monitor and update the Credit Policy buy box based on emerging market trends and performance data
• Oversee model governance, including performance monitoring, recalibration, and coordinating independent model validation
• Proactively monitor the performance, stability, and validity of the automated credit scoring model
• Identify and mitigate complex emerging fraud trends, such as "Sleeper" fraud (synthetic identities)
• Coordinate with the Operations team on Collections and report on the Delinquency Pipeline, including Early-stage collections and roll rates
• Manage the relationship and technical integration with the Loan Origination System (LOS) provider and credit bureau partners

Credit Card Underwriting Manager

Chief Technology Officer

• Serve as the designated CISO responsible for Bakkt's cybersecurity program in accordance with NYDFS Part 500 requirements.
• Oversee comprehensive annual risk assessments and manage our annual certification of compliance process.
• Lead our organizational process for determining the materiality of cybersecurity incidents.
• Provide quarterly Material Security Risk briefings to the Audit Committee of the Board.
• Maintain and evolve our security controls to support international settlement expansion.
• Establish the governance and security framework for autonomous AI agents.
• Oversee the security of our end-to-end stablecoin lifecycle.
• Architect a comprehensive security model that applies consistent rigor to both human and non-human identities.
• Transition our operations from manual GRC to Continuous Controls Monitoring (CCM).
• Foster an internal culture where security is built in from the start.
• Implement a threat-modeling process that prioritizes fixes based on real-world business impact.
• Own the global Incident Response and Business Continuity plans.
• Lead high-stakes tabletop exercises simulating systemic financial failures and AI-driven fraud.
• Manage the security lifecycle of critical banking and ICT partners.
• Lead, develop, and motivate a high-performing team of security subject matter experts.

Client Success Manager

Complaint Analyst

Credit Card Underwriting Manager

Chief Information Security Officer