Serve as the daily client contact for institutional digital-asset clients, accurately capturing and executing orders, fiat payments, and token transfers. Monitor client channels, resolve payment exceptions, confirm settlement details, support portal and API adoption, and coordinate client go-lives with Operations and Technology. Escalate suspicious activity, maintain accurate records, support Account Managers with client insights, and improve automation while adhering to maker-checker, compliance, and conduct controls.
Reports to : Chief Commercial Officer (via the Client Desk lead, once appointed)
Location : London, Abu Dhabi or Singapore/Hong Kong, on a rota that covers client time zones.
Current opening: Singapore or Hong Kong.
Team : Client Coverage: Sales, Account Managers, Client Desk, Onboarding Support
About Zodia Markets
Zodia Markets is a regulated institutional digital-asset firm backed by Standard Chartered. Our business is stablecoin on- and off-ramping and wholesale cross-border money transfer for institutional clients such as payment firms, exchanges, brokers, liquidity providers and banks. We handle more than USD 3bn of stablecoin volume a month and work from London, Abu Dhabi and Asia.
Role purpose
Be the daily point of contact for live clients. Sales Traders make sure every client instruction is captured accurately and executed on time, handle exceptions, and move clients onto the portal and API so that routine flow runs straight-through. They are the Account Manager’s eyes and ears on each client’s day-to-day activity.
Benefits
Client service
The role is subject to the firm’s fitness and propriety assessment and to any regulatory approval or certification that applies to it in the relevant entity. The holder is expected to meet the applicable conduct rules and to treat compliance, client-data confidentiality and market conduct as part of the job, not as someone else’s.
Location : London, Abu Dhabi or Singapore/Hong Kong, on a rota that covers client time zones.
Current opening: Singapore or Hong Kong.
Team : Client Coverage: Sales, Account Managers, Client Desk, Onboarding Support
About Zodia Markets
Zodia Markets is a regulated institutional digital-asset firm backed by Standard Chartered. Our business is stablecoin on- and off-ramping and wholesale cross-border money transfer for institutional clients such as payment firms, exchanges, brokers, liquidity providers and banks. We handle more than USD 3bn of stablecoin volume a month and work from London, Abu Dhabi and Asia.
Role purpose
Be the daily point of contact for live clients. Sales Traders make sure every client instruction is captured accurately and executed on time, handle exceptions, and move clients onto the portal and API so that routine flow runs straight-through. They are the Account Manager’s eyes and ears on each client’s day-to-day activity.
Benefits
Client service
- Monitor and respond on client channels (recorded Telegram, portal, email) within agreed service levels
- Confirm instructions, cut-offs, value dates and status with clients; resolve queries, returns and failed payments
- Cover the long tail of clients and, during the transition, relieve the largest client books of daily contact
- Help clients use the portal and API; track and increase the share of their flow that is straight-through
- Capture client orders in the platform where they do not arrive straight-through
- Set up fiat payments and token transfers within the firm’s payment controls and against the recorded client instruction and the standing settlement instructions on file
- Never create or amend standing settlement instructions; new or changed beneficiary details go to Operations for independent verification
- Quote bespoke terms only within the pricing policy and its limits; routine pricing is automated
- Pass changes in activity, new needs and cross-sell signals to the Account Manager
- Support go-live of new clients: first trades, testing and set-up with Operations and Technology
- Log key interactions and issues in HubSpot
- Escalate unusual or suspicious activity to Compliance in line with procedures
- Keep complete, accurate records of client instructions and actions
- Contribute to procedures and to automation of recurring manual work
- Management of the firm’s positions and inventory, such as stablecoin rebalancing on exchanges (quant trading team)
- Onboarding and commercial ownership of clients (Account Managers)
- Response and execution times against service levels
- Error and rework rate
- Share of client flow straight-through via portal or API
- Client feedback
- Quality of escalations and records
- 3–7 years in a client-facing execution role: sales trading, payments or FX desk, treasury operations or digital-asset OTC
- Working knowledge of payment systems and cut-offs (e.g. SWIFT, SEPA, Faster Payments, local RTGS) and of stablecoin transfers and custody wallets; Fireblocks experience is an advantage
- High accuracy under time pressure; comfortable working within maker–checker controls
- Clear written communication in English with institutional clients; for the Asia opening, Mandarin or Cantonese is an advantage
- Willingness to work a rota that covers client time zones
- Calm, precise and service-minded
- Owns an instruction until it has settled
- Looks for ways to automate the routine
- Speaks up early when something looks wrong
The role is subject to the firm’s fitness and propriety assessment and to any regulatory approval or certification that applies to it in the relevant entity. The holder is expected to meet the applicable conduct rules and to treat compliance, client-data confidentiality and market conduct as part of the job, not as someone else’s.
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