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Client Support Specialist
2 months ago
About Zodia Custody
Zodia Custody operates as a registered Virtual Assets Service Provider (VASP) under the FCA and CBI, delivering exceptional CryptoCustody services tailored for Institutional Investors. Backed by prominent financial institutions, we are strategically positioned in the UK, Ireland, and Europe, with aspirations for international expansion through both organic growth and partnerships. Our collaboration with SBI in Japan exemplifies our commitment to establishing a robust presence in the APAC region and beyond.
Role Overview
We are in search of proactive and enthusiastic professionals to enhance our Client Services Hub. The selected candidates will play a crucial role in supporting our around-the-clock operations, ensuring robust systems and controls are in place to effectively monitor client interactions. This position is vital for upholding compliance standards and minimizing financial crime risks within our organization.
Key Responsibilities
- Client Support: Provide comprehensive assistance to our global clientele.
- Inquiry Management: Efficiently triage and address all incoming client inquiries.
- Monitoring & Investigations: Conduct thorough investigations on transaction alerts and wallet activities, adhering to guidelines set by the Financial Crime Prevention team.
- Risk Identification: Recognize and escalate potential suspicious activities arising from client interactions.
- Guidance & Training: Offer support and training to analysts focused on transaction monitoring and screening.
- Client Onboarding: Assist the onboarding team with KYC and information requests.
- Risk Management: Analyze and compile risk metrics to manage financial crime risks effectively.
- Process Improvement: Review and enhance departmental procedures to drive operational efficiency.
- Operational Support: Provide assistance with various operational tasks as required.
- 24/7 Coverage: Participate in client support within a 'follow the sun' model, with flexibility for weekend work.
Additional Responsibilities
- Platform Support: Offer assistance across trading, operations, settlement, custody, and collateral management platforms.
- Digital Asset Knowledge: While familiarity with digital assets is advantageous, experience in supporting trading or custody of financial instruments is highly valued.
Qualifications
The ideal candidate will possess the following attributes:
- Team-oriented with a strong sense of professional curiosity.
- Proactive and articulate in both verbal and written communication.
- Fluent in Business English; additional languages are a plus.
- Able to adapt and thrive under pressure.
- 1 to 3 years of experience in client services within banking or large financial institutions.
- Understanding of the post-trade landscape and associated services.
- Experience with custodians or asset managers, with a keen interest in digital assets and disruptive technologies.
- Effective reporting skills to management and risk teams.
- Experience working in diverse, distributed teams.
- Self-motivated, detail-oriented, and client-focused.
- Exceptional emotional intelligence for client interactions.
Working Hours
This role will involve shift work and weekend hours.
Benefits
We provide a competitive benefits package, including:
- Employer-contributed pension scheme.
- Employee Stock Ownership Plan (ESOP).
- Private healthcare coverage.
- 30 days of annual leave.
- Flexible bank holiday options.
