Dispute Resolution Analyst I

About the Role:

Interactive Brokers ("IBKR") is seeking a detail-oriented and analytical professional to join our Dispute Resolution team. This role is critical in maintaining client trust and regulatory compliance by investigating and resolving complex client complaints and regulatory inquiries. The ideal candidate will combine strong analytical skills with exceptional written communication to deliver professional, compliant resolutions.

Position Overview:

As a Dispute Resolution Analyst, you will investigate client complaints using proprietary systems and external platforms, analyze trading activity, and provide clear, well-documented resolutions to client concerns and regulatory matters.

Key Responsibilities:

Complaint Investigation & Resolution:

Conduct comprehensive investigations into client complaints across equities, options, futures, forex, and fixed income, including:

Trade Execution Issues: Order routing, non-executions, delayed executions, erroneous fills, and execution quality concerns
Account Funding: Deposit/withdrawal delays, rejected transactions, third-party fees, and asset transfer issues
Corporate Actions: Dividend payments, stock splits, mergers and acquisitions, and other corporate event processing
Reporting & Tax Matters: Cost basis discrepancies, dividend allocation, and withholding tax concerns
Platform & Technology: Connectivity issues, platform functionality, and data discrepancies
Account Administration: Margin calls, liquidations, interest charges, and fee disputes
Client Service Quality: Communication concerns and service level complaints

Documentation & Communication:

Prepare clear, professional written responses compliant with regulatory requirements, and internal policies
Document findings with supporting evidence and maintain detailed case records
Meet regulatory deadlines for complaint acknowledgment, investigation, and resolution
Translate complex technical and market concepts into client-friendly language
Escalate systemic issues with comprehensive summaries and actionable recommendations

Process Improvement

Identify trends in client complaints to recommend preventative measures
Contribute to knowledge base articles and internal procedures
Participate in cross-functional projects to enhance client experience

Required Qualifications:

Education:

Bachelor's degree

Experience:

Minimum 2–3 years in financial services, with preference for:

Client complaint handling or dispute resolution
Brokerage operations or trade support
Banking operations or client relations

Experience managing complaints escalated to the regulator (SFC, ASIC, MAS), including drafting regulatory responses and managing formal inquiry processes, is strongly preferred

Skills:

Strong written and verbal communication skills

Proficiency in Microsoft Word & Excel:

Solid knowledge of financial markets and products
Fluency in English (additional languages a plus)

Valued Additional Experience:

Programming skills — valuable for data analysis and process automation
Proficiency with AI tools for enhanced research, analysis, and productivity
Experience with Bloomberg Terminal or similar market data platforms

Company Benefits:

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