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 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. 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. 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

Execution

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

Partnership with Account Managers

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

Control and conduct

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

Not part of this role

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)

How success is measured

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

Experience and knowledge

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

Personal attributes

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

Regulatory and conduct
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.

Zodia Markets

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