Customer Service Representative - Trade Issues

  • Competitive
  • Chicago, IL, USA
  • Permanent, Full time
  • Interactive Brokers
  • 24 Jun 17

Customer Service Representative - Trade Issues

Overview :

Company Background:
Interactive Brokers LLC ("IB") is a direct-access electronic trade execution and clearing broker for active traders, institutional investors, financial advisors and introducing brokers. The firm serves more than 400,000 customers in trading securities, commodities and foreign exchange in 23 currencies on over 100 market centers in 24 countries around the world. By building and operating highly automated systems in all aspects of its business IB is able to maintain a low cost base. For example, the firm employs fully automated real-time risk management systems that monitor and control customer positions in equities, options, futures and forex across multiple account types and currencies. IB is registered as both a Broker-Dealer and a Futures Commission Merchant.

IB is a subsidiary of the publicly traded Interactive Brokers Group, Inc., based in Greenwich, Connecticut (NASDAQ: IBKR). The Group's consolidated capital is in excess of $6.0 billion. In addition to electronic brokerage services, the Group's market maker companies trade in equities and exchange-listed equity derivative products around the world. Interactive Brokers Group, Inc. plays a leading role in trading and brokerage worldwide, executing, clearing, settling and accounting for an average of 1.3 million trades per day. The Group's options volume makes up approximately 6.5% of listed equity options worldwide.[i]

Interactive Brokers is expanding its Trading Issues Department at our main retail call center in Chicago, IL. We are searching for experienced candidates with a prior background in the financial services industry, that are FINRA registered for the position of Customer Service Representative . The Trade Issues Customer Service Representative is accountable for providing a high level of client service to IB's existing retail and institutional clients. Our aim is thoroughly investigate trade inquiries, in particular, but also covers various other areas under the general customer service umbrella.

[i] Figures as of March 31, 2017. Information on the company can be found at www.interactivebrokers.com

Responsibilities :

  • Problem management with focus on wide scale service issues. Core competencies include, but are not limited to: trade and margin analysis, a wide range of products (cash market and derivatives) and global exchanges, order types, and transmission and execution inquiries.
  • The candidate must possess general market knowledge in futures, options, and the equities markets. Previous customer service experience in a financial services or banking operations environment required.
  • Investigate customer inquiries regarding trade-related issues (e.g., executions, position liquidations, order trigger conditions, trade cancellation requests, product availability & attributes, order types and routing logic etc.)
  • Assistance with trading platform operation and features; analyze and test existing systems and procedures in order to recommend and assist in the implementation enhancements
  • Respond to inquiries, concerns and complaints from existing and prospective customers via telephone, e-mail, and on-line chat to achieve a solution that is mutually satisfactory while complying with policies, practices and procedures
  • Must demonstrate excellent troubleshooting and problem resolution skills required to bring problems quickly to a resolution.
  • Order status, settlement, exercise & assignment, expiration processing, and corporate actions


Qualifications :

  • Experience : 2 years financial industry experience with trading or brokerage services preferred; but will consider recent college graduate
  • Education : Bachelor's degree in Finance, Economics, Business Administration or other related field
  • Certification : Registrations: FINRA Series 7, 63
  • Computer : Strong PC technologies proficiency preferred; Microsoft Word & Excel
  • Strong quantitative analytical skills
  • Excellent oral/written communication skills required