Job Description and Responsibilities

  • Build and lead the Dispute Resolution team, which will be a part of a global and fast-growing company
  • Regular follow-up with customer’s and making daily feedback report of cases
  • Identifying the reason for complaints and providing timely solutions.
  • Ensuring adherence to the grievances redressal policy and processes
  • Participate in various initiatives towards reduction in escalations of customer complaints
  • Publishing Daily Reports and handling the MIS to team members pertaining to Quality, TAT and Productivity.
  • Handle customer escalations and resolution within the TAT defined with maximum customer satisfaction.
  • Play a key role in resolution between internal teams and customers to reach fair outcomes based on local regulations and company policies
  • Develop and analyze operational and support metrics to measure the customer satisfaction
  • Provide strategic insights and lead continuous improvement efforts in customer service and operations in cooperation with other teams

 

Qualifications

  • Experience: 12+ of relevant dispute resolution experience, preferably from capital markets
  • Strong interpersonal skills, good oral and written communication skills with a focus on finding mutually beneficial solutions for customers and the company
  • High degree of comfort with technology and a functional understanding of how technology can be applied to business and regulatory solutions
  • Leadership skills to build and lead the new team
  • Excellent Communication skills
 
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Company Overview

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.

(If the hyperlink is not active, copy and paste the following URL in your browser: https://www.interactivebrokers.com/en/index.php?f=31899)

For more information, please visit www.ibkr.com/info

 

North America Agency recruiters interested in working with us can apply HERE.

 

 

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