Case Manager - Dispute Resolution

About the Role

Interactive Brokers 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 Case Manager - Dispute Resolution, 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 that comply 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 in Finance, Economics, Business Administration, Accounting, or related field (or equivalent professional experience)
• Experience: Minimum 3-5 years in financial services, with preference for:
• • Client complaint handling or dispute resolution
  • Brokerage operations or trade support
  • Banking operations or client relations
• Skills:
• • Strong written and verbal communication skills
  • Proficiency in Microsoft Word & Excel
  • General 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 & Perks:

• Competitive salary package.
• Performance-based annual bonus (cash and stocks).
• Group Medical & Life Insurance.
• Modern offices with free amenities & fully stocked cafeterias.
• Monthly food card & company-paid snacks.
• Hardship/shift allowance with company-provided pickup & drop facility*
• Attractive employee referral bonus.
• Frequent company-sponsored team-building events and outings.

• Depending upon the shifts.

**The benefits package is subject to change at the management's discretion.