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