Responsibilities

• 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

Requirements

• 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