Voice and Accent Trainer

1 Month ago • 7 Years + • Teaching

Job Summary

Job Description

Interactive Brokers is seeking an experienced Voice and Accent Trainer for its Client Servicing Group. The role involves partnering with recruiting to onboard new hires, developing and delivering training programs on professional communication, client relationship management, phone etiquette, problem-solving, active listening, and client service excellence. The trainer will also conduct needs assessments, monitor client interactions, provide feedback, and participate in calibration sessions. Responsibilities include identifying performance challenges, escalating issues, staying updated on industry best practices, and designing refresher training. The role executes the global orientation and onboarding strategy, delivering training, monitoring eLearning, and tracking progress with line managers.
Must have:
  • University degree (Bachelor's)
  • Professional certification in training/learning/development
  • Excellent English communication (written & verbal)
  • Voice & Accent training experience in English
  • Superior facilitation and presentation skills
  • Minimum 7 years of experience in designing/facilitating blended learning programs
  • Ability to develop effective client-facing soft skills training
  • Experience measuring training effectiveness and ROI
Good to have:
  • Knowledge of capital markets
  • Experience in financial services/fintech
Perks:
  • Competitive salary package
  • Performance-based annual bonus (cash and stocks)
  • Hybrid working model (3 days office/week)
  • Group Medical & Life Insurance
  • Modern offices with free amenities & stocked cafeterias
  • Monthly food card & company-paid snacks
  • Hardship/shift allowance
  • Company-provided pickup & drop facility*
  • Attractive employee referral bonus
  • Frequent company-sponsored team-building events and outings

Job Details

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.

Job Description & Requirements: 

Interactive Brokers seeks an experienced and talented Voice and Accent Trainer for our Client Servicing Group.

The role will be responsible for the following:

  • Partner with the recruiting team to identify potentially trainable candidates during the hiring stage and take accountability for delivering 90% throughput in training those potential hires.
  • Develop and deliver comprehensive training programs for new hires and existing associates, focusing on:
  • Professional communication skills (including written communication, verbal skills and digital correspondence)
  • Client relationship management
  • Phone etiquette and call handling techniques
  • Problem-solving and conflict resolution
  • Active listening and empathy
  • Voice and accent refinement, where needed
  • Client service excellence
  • Conduct needs assessments (TNI & TNA) to identify skill gaps and create targeted training solutions that align with business objectives.
  • Monitor and assess client service interactions across multiple channels, providing constructive feedback on communication effectiveness, soft skills application, and overall client experience delivery.
  • Participate in calibration sessions to ensure consistent scoring & feedback delivery approach across the training team.
  • Identify early indicators of performance challenges and promptly escalate possible new hire attrition, poor performance, misfit skills, or behavioral issues in training.
  • Foster a culture of continuous improvement by keeping abreast of current industry best practices in client services training and implementing innovative approaches to skills development.
  • In partnership with QA and Client Services management, design and implement refresher training programs to maintain and enhance client service standards across the organization.
  • Execute the strategy of the IBKR global orientation and Client Services onboarding training for new joiners, delivering training sessions, monitoring completion of eLearning programs and liaising with line managers to track progress and further training needs.

Qualifications:

  • Education: University degree (Bachelor's).
  • Professional certification in training, learning and development, or a related field.
  • Excellent English language communication skills, both written and verbal.
  • Experience in Voice & Accent training in English is a must.
  • Superior facilitation and presentation abilities with experience engaging diverse learning styles.
  • Minimum 7 years of experience designing, facilitating, implementing, and assessing blended learning programs, particularly in client services or client experience areas.
  • Demonstrated ability to develop effective training methodologies that enhance client-facing soft skills.
  • Experience measuring training effectiveness and demonstrating ROI on learning initiatives.
  • Knowledge of capital markets- ideally, experience working for a financial services or fintech company.

Company Benefits & Perks: 

  • Competitive salary package.
  • Performance-based annual bonus (cash and stocks).
  • Hybrid working model (3 days office/week).
  • 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.

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About The Company

Interactive Brokers Group, Inc. (NASDAQ: "IBKR") is a direct access electronic broker catering to the needs of professional and frequent traders, institutional investors, financial advisers, and introducing brokers. For over 40 years, Interactive Brokers has been the pioneer of the electronic trading revolution. We rapidly scaled from a small U.S. options market-maker into a sizable global trading firm by leveraging the power of technology and automation. We are committed to delivering value through technological innovation and providing our clients with unprecedented access to global markets at the lowest cost.

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