Interactive Brokers is seeking an individual to perform quality assurance analysis of our client services correspondence, statistics, documentation and processes to ensure we are meeting performance goals as well as regulatory requirements. Our aim is to build and maintain long-term customer relationships by providing exceptional customer service to go along with our industry leading trading technology. Although, we are a technical company and most of our employees have different levels of technical abilities, this role is not a software development or IT position.
Reviews client calls, chats, and tickets for accuracy, quality, and regulatory obligations
Reviews client feedback and complaints for recurring and/or outstanding issues
Reviews Client Service Representative performance statistics and creates reports for local management
Contributes to the development of Client Service systems, policies and procedures
Creates and updates client facing documentation for new products and services, accuracy and clarity
Escalates outstanding client issues for resolution
Coordinates with Training group to enhance training in areas of need
Tracks company initiatives, development efforts and policy changes to ensure that staff is informed
Bachelor’s or advanced degree
Proficiency with MS Office (Word, Excel, PowerPoint), web based applications and search tools
Strong written communication skills (including proper grammar, spelling and punctuation)
Resourceful and innovative approach to problem solving
Experience in financial services (e.g., brokerage, banking, trading, exchange or clearinghouse) preferred but not required
Experience in technical writing a plus
Company Benefits & Perks
Competitive salary, annual performance-based bonus and stock grant
Retirement plan 401(k) with competitive company match
Excellent health and welfare benefits including medical, dental, and vision benefits
Wellness screenings and assessments, health coaches and counseling services through Employee Assistance Program (EAP)
Paid time off and a generous parental leave policy
Daily company paid lunch and a fully stocked kitchen with healthy options for breakfast and snack
Corporate events including team outings, dinners, volunteer activities and company sports teams
Education reimbursement and learning opportunities
Modern offices with sit/stand desks and multi-monitor setups
Interactive Brokers ("IBKR"), a subsidiary of publicly-traded Interactive Brokers Group, Inc., based in Greenwich, Connecticut (NASDAQ: IBKR) is a low-cost provider of trade execution and clearing services for active traders, institutional investors, financial advisors and introducing brokers. IBKR’s premier technology provides electronic access to stocks, options, futures, forex, bonds, and funds worldwide from a single IBKR Integrated Investment account. IBKR is one of the largest online brokers by trade volume and is consistently ranked at the top of its field.
Our employees are part of a dynamic, multinational, fast-paced, results-oriented team working to provide our customers with state-of-the-art trading technology, superior execution capabilities, worldwide electronic access, and sophisticated risk management tools.
Our headquarters are in Greenwich, CT, USA. IBKR has offices in the United States, Australia, Canada, China, Estonia, Hong Kong, Hungary, India, Ireland, Japan, Luxembourg, Russia, Singapore, Switzerland and United Kingdom.
IBKR is a member of NYSE, FINRA, and SIPC. Interactive Brokers Group brokerage affiliates are regulated by securities and commodities agencies around the world.
Click HERE to view a short video with a few words from current Interactive Brokers employees.