Position Overview

As a Dispute Resolution Analyst, you will investigate client complaints using proprietary systems and external platforms, analyze trading activity, and provide explicit, 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:
- Client complaint handling or dispute resolution
- Brokerage operations or trade support
- Banking operations or client relations

- Skills:

- Strong written and verbal communication skills
- Proficiency in Microsoft Word & Excel
- General knowledge of financial markets and products
- Fluency in English (additional languages a plus)

Valued Additional Experience

- 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

Company Benefits & Perks:

- 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.

* Depending upon the shifts.

**The benefits package is subject to change at the management's discretion

📌 Dispute Resolution Analyst I (Mumbai Suburban)
🏢 Interactive Brokers
📍 Mumbai Suburban