Client Services Agent

TN United Kingdom; London; On-site; GBP 30,000 - 60,000; Full time

Job description

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Digital Asset Custody, the way it should be

Zodia Custody is a FCA and CBI registered Virtual Assets Service Provider (VASP), offering Crypto-Custody services to Institutional Investors.

Zodia Custody is a Venture backed by Standard Chartered Bank and Northern Trust based in the UK, Ireland and Europe, with ambitious plans to scale internationally, by way of internal and external growth. Zodia Custody has also partnered in Japan with SBI to launch the service in APAC and has plans to continue to expand in APAC and Middle-East.

We aim to be the best in class in providing Crypto Custodian services.

Scope of Role:

Zodia Custody is seeking dedicated and dynamic professionals to join our new Client Services Hub team. The ideal candidates will provide direct support to our 24/7 Operations, ensuring effective systems and controls to monitor our clients. This role is integral to maintaining compliance and mitigating financial crime risk within our organization.

Core responsibilities:

• Direct Support – End to end support for global clients
• Triage all incoming client enquiries
• Monitoring and Investigations
• Conduct investigations on transaction alerts, on-chain transactions, and wallet activities in accordance with the guidelines provided by the Financial Crime Prevention team.
• Identify and escalate potential suspicious activities and financial crime risks from client interactions/activity.
• Provide guidance and support to analysts handling transaction monitoring and screening.
• Deliver timely advice and assist in training related to potential suspicious activities and financial crime risks.
• Client Onboarding Support
• Assist the onboarding team with KYC and information requests from third parties.
• Risk Management - Compile risk metrics, identify, and manage financial crime risks using data analysis and statistical interpretation.
• Process Improvement - Review and update departmental procedures, driving system and process enhancements.
• Operational Support - Assist with various operational tasks as needed.
• 24/7 Coverage: Contribute to client support in a 'follow the sun' model, with flexibility for weekend work.

Additional Responsibilities:

• Platform Support - Provide support across trading, operations, settlement, custody, and collateral management platforms.
• Digital Asset Knowledge - While knowledge of digital assets is a plus, experience in supporting trading or custody of financial instruments is highly favorable.

Ultimately, client services are a critical component of the Zodia team, ensuring excellent client satisfaction.

Requirements

Personal attributes:

• Team player
• Proactivity
• Articulate and clear in both verbal and written communication
• Fluent Business English – Additional languages is preferable as we grow our Global team
• Adaptable and able to work under pressure

Competency:

• 1 to 3 years in client services working in banking or large finance institutions
• Understanding the post trade landscape and associated services
• Have experience of post trade services, ideally previously working for a custodian or an Asset Manager and has a keen interest in disruptive technologies, digital assets and/or crypto
• Report efficiently to management and risk team in a timely manner
• Experience working in a distributed team with diverse culture and backgrounds
• Open to change and comfortable working in a fast-paced environment
• Self-motivated and detail-oriented individual
• Strong verbal and written communication skills
• Problem-solving and conflict-management skills
• Client-oriented mindset
• Must have exceptional EQ for dealing with clients

*This role will require shift and weekend hours.

We are a friendly team, with monthly socials and seasonal celebrations as well as offering a range of fantastic benefits including:

• Critical Illness cover
• Life Insurance
• Flexible bank holidays (can choose whether to work on bank holidays and use the leave elsewhere in the year)