Complaints Specialist - Finance

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.

Position Details:

Interactive Brokers ("IBKR") is looking for an individual to research financial services/brokerage 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. You will join a small team based in the UK, working alongside a global team.

The candidate should possess general market knowledge in futures, options, and the equities markets and a good working knowledge of ISA, SIPP, and Asset transfers. Previous client 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 every day you are in the office from a selection of vendors.

Key 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.
• Assist other IBKR entities in resolving complaints if necessary.
• Any other reasonable duties required.

Qualifications:

• Bachelor's or advanced degree in Finance, Economics, Business Administration or other related field. Or equivalent work experience.
• A minimum of 2 years of experience in the financial services industry, as well as experience handling client complaints, is preferred.
• Proven general market knowledge in futures, options, and the equities markets.
• A good working knowledge of ISA, SIPP, and Asset transfers is 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:

• 20 Fenchurch Street, London, EC3M 8AF

Working hours:

• 9 am – 6 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*

*on successful completion of the probation period