Complaint Case Associate - APAC

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.

Job Description:

Interactive Brokers ("IBKR") is looking for an individual to research client and regulatory complaints using both in-house tools and external sources, such as Bloomberg, to resolve client 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 client service experience in a financial services or banking operations environment is preferred.

Key Responsibilities:

• Present a resolution for complaints which 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 the client service received




• Compose clear and concise summaries of issues that require escalation internally, either to the programming department or Senior Management


• Provide research for IBKR's Legal and Compliance team in response to claims submitted to local regulators

Qualifications:

• Education: Bachelor's or advanced degree in Finance, Economics, Business Administration or other related field or equivalent work experience


• Experience: Minimum of 2 years of financial services industry experience preferred


• Language: Fluency of written English & Chinese; fluent in spoken Cantonese; and fluent in spoken Mandarin is required


• Strong interpersonal, verbal and written communication skills.


• Working knowledge of PC technologies, to include Microsoft Word & Excel

Company Benefits & Perks:

• Competitive Salary, annual performance-based bonus and stock grant


• Excellent health and welfare benefits including medical, dental, specialist and inpatient  


• Competitive package of Annual Leave


• Daily lunch ordered in-house with a fully stocked kitchen


• Modern offices with multi-monitor setups


• Great work-life balance


• Unique opportunity to gain exposure to global financial products, markets and clientele


• Opportunities for career progression and job scope expansion in a global company with a growing local presence


• Hybrid work arrangement role permitting