Case Manager - Dispute Resolution

Interactive Brokers

3-5 Years | Mumbai, Maharashtra, India (On Site) | Full Time | 1 day ago

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Job Summary

Interactive Brokers is seeking a detail-oriented and analytical professional to join their 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 Case Manager will analyze trading activity, use proprietary systems, and provide clear, well-documented resolutions across various financial products and issues, from trade execution to account administration and platform technology.

Must Have

Conduct comprehensive investigations into client complaints across equities, options, futures, forex, and fixed income.
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.
Bachelor's degree in Finance, Economics, Business Administration, Accounting, or related field (or equivalent professional experience).
Minimum 3-5 years in financial services, with preference for client complaint handling, dispute resolution, brokerage operations, trade support, banking operations, or client relations.
Strong written and verbal communication skills.
Proficiency in Microsoft Word & Excel.
General knowledge of financial markets and products.
Fluency in English.

Good to Have

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.

Perks & Benefits

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.

Job Description

Company Overview

Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting-edge technology and client commitment.

IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments.

Barron's has recognized Interactive Brokers as the #1 online broker for six consecutive years. Join our dynamic, multi-national team and be a part of a company that simplifies and enhances financial opportunities using state-of-the-art technology.

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: