Client Services - Institutional Services Associate I

Colonial Group; Hong Kong; Hybrid; HKD 279,000 - 469,000; Full time

Benefits offered by this job

Competitive compensation

Health and welfare benefits

Annual leave

In-house lunch

Hybrid work arrangement

Career progression opportunities

Global exposure

Job summary

Interactive Brokers Hong Kong is seeking a customer service professional to liaise with clients worldwide, including professional traders, advisors and brokers. You will manage inquiries across channels and educate clients on proprietary platforms within a high-touch, automated service environment.

Role emphasizes understanding trading cycles, collaboration with multiple internal groups, and delivering precise guidance while maintaining strong client relationships.

Qualifications

• Strong product knowledge across equities, options, futures and FX.
• Analytical and critical thinking with ability to work autonomously.
• Ability to handle stress and fast-paced environment.
• Excellent written and spoken English and Chinese (Mandarin a plus).

Responsibilities

• Handle client inquiries via email, ticket, live chat and phone.
• Familiarize with trading platforms and portals to guide clients in a self-service model.
• Explain trading cycle processes: funding, transfers, margins, statements reconciliation.
• Coordinate with Legal, Risk, IT, Cashiering, Clearing and other teams globally to resolve issues.

Skills

Product knowledge

Analytical mindset

Stress management

English and Chinese

Education

Bachelor's degree

Tools

MS Word/Excel

Bloomberg

UNIX

Programming basics

Job description

Job Description and Responsibilities

As part of our Client Services group, you will liaise with Interactive Brokers’ clients from around the globe, including but not limited to professional retail clients, advisors and broker-dealers. Our goal is to develop and maintain long-term client relationships through responsive, superior and high-touch service while we continue to advance on technology and expand our global product offerings.

• Handle clients’ enquiries via different channels including email, ticket, live chat and phone call
• Familiarize with various proprietary platforms including trading systems and administrative portals in order to educate clients to align with our self-service and highly automated business model
• Assist clients in understanding the entire trading cycle, including but not limited to funding process, position transfers, corporate actions, margin calculation and statements reconciliation
• Troubleshoot with clients and take ownership when issues arise, be able to follow up, elevate and liaise with various internal parties such as Legal & Compliance, Risk, IT, Cashiering, Clearing and other service groups around the world.

Qualifications

Core competencies:

• Strong product knowledge – Equities, Options, Futures, FX
• Self-starter with highly analytical and critical thinking mindset
• Be able to handle stress, work independently and autonomously under a quick and spontaneous environment
• Excellent command of written and spoken English and Chinese (Mandarin is a strong plus)

Requirements:

• Bachelor's degree
• 2-3 years experience in Customer Service and/or Financial Service preferred. (Fresh graduates who demonstrate a strong grasp of the core competencies 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
• Working knowledge of Microsoft Word, Excel; Bloomberg, UNIX and/or basic programming experience a plus
• Candidates with prior experience in the areas of client services, middle/back office operations, compliance, electronic trading, and fund administration will be given priority

Company Benefits & Perks

• Competitive Salary, annual performance-based bonus and stock grant
• Excellent health and welfare benefits including medical, dental, specialist and in-patient
• Competitive package of Annual Leave
• Daily lunch ordered in house with fully stocked kitchen
• 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
• Hybrid work arrangement role permitting.