Institutional Fiat Client Operations
Remote · Sydney, New South Wales, Australia
Job Summary
Act as the primary operational point of contact for assigned institutional and corporate fiat clients; manage day-to-day operational servicing for high-value institutional users across fiat deposit and withdrawal channels; support clients through onboarding activation, payment operations and ongoing account operational management; understand client operational needs and proactively identify opportunities to improve user experience and fiat product adoption; handle operational escalations and client requests with strong judgment while managing client expectations professionally; coordinate payment, settlement, onboarding and RFI related escalations across internal teams and banking partners; work closely with VIP, Business Development, Product, Clearing, Compliance and Banking Partnership teams on client operational support and strategic initiatives; maintain strong ownership, responsiveness and communication throughout issue resolution and client servicing; support adoption and operational rollout of strategic fiat solutions and banking channels; translate recurring client pain points into operational and process improvement opportunities.
Required Qualifications
- 3+ years of experience in institutional operations, customer success, fintech operations, banking operations or account servicing
- Strong understanding of fiat payment operations, institutional client servicing or banking workflows
- Experience supporting high-value clients or institutional relationships in fast-paced environments
- Strong communication and stakeholder management skills
- Comfortable handling operational escalations and coordinating across multiple teams
- Strong ownership mindset with ability to manage issues end-to-end
- Ability to operate independently under pressure while maintaining strong client experience standards
- Experience in crypto, fintech, payments or institutional banking industry is preferred
- Existing understanding of institutional trading, OTC or fiat on/off ramp operations is a plus
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