Client Services Agent – Fully Remote – Crypto/Blockchain Firm (Part-time/Irregular Shifts including Weekends)
Aubay is seeking a Client Services Agent (3 days a week, out of hours / 24-hour operation / irregular shift pattern) to join our client in the financial services industry. This role involves direct support for global clients, operating within a 24/7 coverage model. This role requires shift work, including weekend hours, to ensure comprehensive client support in a 24/7 operational environment. As a Client Services Agent, you will be part of a dynamic team supporting the 24/7 operations of a leading digital asset custody firm. You will play a key role in maintaining compliance and mitigating financial crime risks while providing end-to-end support for global clients. Your responsibilities will include monitoring and investigating transaction alerts, providing onboarding support, managing risk metrics, and contributing to process improvements.
Required Skills and Experience
- Bachelor’s degree in related field.
- Previous Experience in Customer Service roles and Customer Support L1
- Experience using Ticket Tool
- Fluent in Business English, with additional languages being preferable as the global team grows.
- Proactive, articulate, and clear in both verbal and written communication.
- Adaptable and able to work under pressure in a fast-paced environment.
- Ability to report efficiently to management and risk teams in a timely manner.
- Experience working in a distributed team with diverse cultures and backgrounds.
- Self-motivated, detail-oriented, and possessing strong problem-solving and conflict-management skills.
- Client-oriented mindset with exceptional emotional intelligence for dealing with clients.
Desired Skills and Experience
- While knowledge of digital assets is advantageous, experience in supporting the trading or custody of financial instruments is highly valued.
- Ideally, 1 to 3 years of experience in client services within banking or large financial institutions.
- Understanding of the post-trade landscape and associated services, particularly with experience working for a custodian or asset manager, is advantageous.
- Strong interest in disruptive technologies, digital assets, and/or crypto is desirable.
Key Role Responsibilities
- Provide comprehensive support for global clients, triaging all incoming client enquiries and ensuring smooth operations.
- Conduct investigations on transaction alerts, on-chain transactions, and wallet activities in line with financial crime prevention guidelines. Escalate potential suspicious activities and provide guidance to analysts.
- Assist the onboarding team with KYC processes and information requests from third parties.
- Compile risk metrics, identify, and manage financial crime risks using data analysis and statistical interpretation.
- Review and update departmental procedures, driving system and process enhancements to improve operational efficiency.
- Assist with various operational tasks as needed to support the team.
- Contribute to client support in a ‘follow the sun’ model, ensuring availability for weekend work and irregular shifts.
- Provide support across trading, operations, settlement, custody, and collateral management platforms.
- Client-oriented mindset with exceptional emotional intelligence for dealing with clients