Client Services Agent

Zodia Custody is an institution-first digital assets platform backed by Standard Chartered, in association with Northern Trust, SBI Holdings, National Australia Bank, and Emirates NBD. Through the combination of its wallet, yield and settlement solutions, Zodia Custody enables institutional investors around the globe to realize the full potential of the digital assets future.

Zodia Custody is seekingtwo dedicated and dynamic professionals to join our new Client Services Hub team as Client Services Agents. 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 organisation.

This role will require shift and weekend hours.

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 evening and weekend work
• 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.