Interactive Brokers
Complaints Specialist (Dispute Resolution)
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Complaints Specialist (Dispute Resolution)
Client Compliance Officer – Research & Resolution
Interactive Brokers Group, Inc. (IBKR) | City of London Location
Company Overview
Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices across 15+ countries. Pioneering financial innovation for over four decades, IBKR is renowned for its cutting-edge technology and commitment to client needs.
Affiliates provide 24-hour electronic brokerage services worldwide across:
- Stocks & options
- Futures & currencies
- Bonds & funds
Serving over 200 countries and territories, IBKR caters to individual investors, hedge funds, financial advisors, and introducing brokers. Our mission: empowering investors through competitive pricing, advanced technology, and global market access.
Recognised as #1 online broker by Barron’s for six consecutive years, we offer investors a platform that enhances financial opportunities. Join the dynamic, international team at IBKR and contribute to a culture of innovation and client-centric excellence.
About the Role
IBKR seeks a diligent and analytical professional to research client and regulatory complaints, leveraging both in-house tools and external sources (e.g., Bloomberg). The ideal candidate will resolve customer inquiries with a clear, professional, and compliant written response while upholding internal policies.
Key Responsibilities
- Resolve complaints spanning:
- Order execution issues (non/executions, delays, errors)
- Funding concerns (deposit/withdrawal delays, third-party fees, transfer processing)
- Statement & tax discrepancies (dividend reports, cost basis, regulatory reporting)
- Client service satisfaction evaluations
- Draft clear summaries for internal escalations to relevant departments
- Support Legal & Compliance with regulatory claim responses (e.g., regulator investigations)
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Core Tasks
- Conduct detailed analysis of client issues using both internal data tools and external databases
- Maintain compliance records with IBKR’s regulatory filing obligations
- Act as a multi-functional liaison between clients, legal teams, and operational departments
Requirements
Qualifications
- Bachelor’s degree or equivalent in Finance, Economics, Business Administration, or related field (degree preferred)
- Minimum 2 years’ experience in:
- Financial services/brokerage sector (preferably involving customer complaints)
- An alternative professional role where attention to detail and regulatory compliance were requirements
- Working knowledge of:
- Futures, options, equities markets
- Global financial products (e.g., currencies, tax implications)
- Microsoft Word & Excel, plus Bloomberg Terminal (advantageous)
- IT Fluency for handling proprietary research platforms
Soft Skills
- Strong written & verbal communication for drafting precise, compliant responses
- Analytical mindset with meticulous attention to detail
- Client-centric approach balanced with discretion and regulation awareness
- Fluency in English required; additional languages advantageous
Key Environments & Professional Fit
- Office relocation: City of London headquarters on 20 Fenchurch St, EC3M 3BY (occupied since 2023)
- Hybrid working model: Office-based 2-3 days/week (with daily complimentary lunch)
- Technological proficiency: Works within IBKR’s segregated operational and compliance technology stack
Benefits
Compensation & Growth
- Salary: Competitive remuneration aligned with experience level
- Bonuses: Performance-based discretionary cash scheme
- Stock grants: Discretionary long-term equity benefits post-probation
- Career opportunities: Dedicated professional development to support career advancement
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Wellbeing & Support
- Global education: Access to in-house training programs tailored to role
- Hybrid flexibility: Office allowance along with remote WFH benefits
- Benefits package:
- 19+ UK statutory + extra annual leave (incremental with service tenure)
- Company-paid lunches + healthy snack refreshments (in-office days)
- Annual pension scheme (calculated on Gross earnings)
- Group Life Assurance & Income Protection
- Private Medical Insurance, Dental, & Health Cash Plans (including dependents eligibility post-probation)
- Lifestyle & travel benefits:
- Cycle-to-work loans
- Season ticket loans (London transport)
- Up to £1,000 fitness subsidies annually
Culture & Inclusion
- Corporate events and casual team activities
- Commitment to diversity & equality: Equal Opportunity Employer, fostering an inclusive global environment
Why Join IBKR?
Be part of a trusted brand with international recognition, cutting-edge tools, and global impact. Embrace technology’s never-ending potential and strategic financial solutions—all while working in one of the world’s most iconic business districts.
Location
20 Fenchurch Street, London, EC3M 3BY
Working Hours
8:00 AM – 5:00 PM (Mon–Fri), hybrid schedule.
Contract Type
Full-time (Permanent)
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