Customer Service Representative for Global Client Onboarding

6 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Interactive Brokers Full time
Job Summary

We are seeking a highly skilled Customer Service Representative to join our Application Support Group. As a key member of our team, you will be responsible for providing exceptional client service to our sophisticated retail and institutional clients.

The successful candidate will have a strong understanding of brokerage regulations and rules that govern client accounts. They will be able to identify, analyze, and escalate complex issues while demonstrating excellent troubleshooting and problem resolution skills.

In this role, you will be the first point of contact for new customers, and your ability to build long-term customer relationships is essential. You will work closely with Legal and Compliance, Program Developers, and Project Managers to ensure compliance with new and existing procedures and regulatory requirements.

Responsibilities
  • Correspond to inquiries and concerns externally with retail and institutional clients via in-person meetings, telephone, email, and online 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
Requirements
  • Bachelor's degree
  • 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
Benefits
  • Competitive Salary: HKD $60,000 - HKD $80,000 per annum (depending on experience)
  • Annual performance-based bonus and stock grant
  • Excellent health and welfare benefits including medical, dental, specialist, and in-patient care
  • Competitive package of Annual Leave
  • Daily lunch ordered in-house with fully stocked kitchen
  • Modern offices with multi-monitor setups
  • Great work-life balance
  • Unique opportunity to gain exposure to global financial products, markets, and clientele
  • Opportunities for career progression and job scope expansion in a global company with growing local presence


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