Job Description and Responsibilities
Interactive Brokers Hong Kong Limited ("IBHK") is expanding its customer service department at our Hong Kong location. We are searching for candidates with prior experience in the financial services industry, with extraordinary attention to detail, and strong communication skills.
The customer service department is a liaison to Interactive Brokers’ retail and professional clients.
The IBHK Application Support Group is accountable for providing high quality client service to our sophisticated retail customers, financial advisors, hedge fund operators and other broker-dealers.
We aim is to facilitate the client onboarding process by providing account opening guidance while building and maintaining long-term customer relationships as we expand our global service offerings.
As part of the Application Support Group, the successful candidate will be the first and most important impression new customers have of Interactive Brokers.
Correspond to inquiries and concerns externally with retail and institutional clients via in-person meetings, telephone, e-mail and on-line chat;
internally to sales representatives and customer service representatives
Research and resolve a wide variety of client question / issues on the account opening process
Multi task with a strong emphasis on AML and KYC knowledge while dealing with incoming customer queries
Learn all aspects of the IB Brokerage platform / policy and offer alternatives and options to satisfy customer concerns while complying with policies, practices and procedures
Work closely with Legal and Compliance, Program Developers, and Project Managers to ensure compliance with new and existing procedures and regulatory requirements.
Core Competencies :
Ability to identify, analyze, and escalate complex issues
Excellent troubleshooting and problem resolution skills
Taking personal responsibility for identifying client needs while providing a high value experience
Efficient, self-motivated and hard working
Experience : 2-3 years in Customer Service and / or Financial Service preferred. Fresh graduates who are motivated will also be considered
Preferably licensed with SFC for RA type 1,2,3 or be able to obtain by attending to licensing paper exams within a short period after joining
Excellent written and oral communication skills in English / Mandarin
Basic understanding of brokerage regulations and rules that govern client accounts
Demonstrates experience in handling client concerns and issues with tact and diplomacy
Ability to work independently and effectively as part of a team, while handling multiple tasks and responsibilities simultaneously