Complaints Specialist (Dispute Resolution)

Company Overview

Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting‑edge technology and client commitment. IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments. Barron's has recognized Interactive Brokers as the #1 online broker for six consecutive years.

Join our dynamic, multi‑national team and be a part of a company that simplifies and enhances financial opportunities using state‑of‑the‑art technology. Interactive Brokers is looking for an individual to research client and regulatory complaints using both in‑house tools and external sources, such as Bloomberg, to resolve customer issues in a written manner that is both professional and compliant with internal policies, practices, and procedures. The candidate should possess general market knowledge in futures, options, and the equities markets. Previous customer service experience in a financial services or banking operations environment is preferred.

Due to expansion, we recently relocated our office to a fantastic City of London tower on Fenchurch Street, where we operate a hybrid working model. You will be pleased to hear we offer lunch from a selection of vendors every day you are in the office.

Responsibilities

• Present a resolution for complaints that may relate to a variety of topics, such as:
• Order routing, order status or execution inquiries such as non‑execution, delayed or erroneous execution.
• Funding issues such as deposit or withdrawal delays, third‑party fees on funding and processing of position transfers.
• Statement and tax issues such as dividend reporting, cost basis issues and tax reporting discrepancies.
• Level of satisfaction with client service received.
• Compose clear and concise summaries of issues requiring internal escalation to the relevant department.
• Provide research for IBKR’s Legal and Compliance team in response to claims submitted to local regulators.

Qualifications

• Bachelor’s or advanced degree in Finance, Economics, Business Administration or other related field, or equivalent work experience.
• Minimum of 2 years of financial services industry experience; experience handling client complaints preferred.
• Fluency in English and any additional language is a plus.
• Strong interpersonal, verbal and written communication skills.
• Working knowledge of PC technologies, including Microsoft Word & Excel.

Location and Hours

20 Fenchurch Street, London, EC3M 3BY
8 am – 5 pm, Monday – Friday

Benefits

• Career support and development
• Salary commensurate with experience
• Performance‑based discretionary cash bonus scheme
• Discretionary stock grant
• Group Life Assurance cover
• Group Income Protection
• Occupation pension scheme based on Gross earnings
• Hybrid working model
• Above statutory annual leave, increasing with service
• Daily company‑paid lunch and healthy snack options throughout the day (when working from the office)
• Access to Private Medical Insurance, Dental Plan and/or Health Cash Plan (including dependants)
• Corporate events
• Travel season ticket loans
• Cycle to work scheme

Interactive Brokers is an Equal Opportunity Employer committed to offering employees a diverse, equitable and inclusive workplace.