Client Services-MM - Dispute Resolution Sr Analyst I

Clear Destination Inc.; Dublin; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

Interactive Brokers Ireland Limited (IBIE) seeks a Dispute Resolution Analyst to adjudicate client complaints in a fair, regulated manner. The role operates under CF-8 within the Central Bank of Ireland regime, requiring knowledge of MiFID and related regulations and experience with equities, futures, CFDs and options markets.

The candidate will prepare concise issue summaries, escalate where needed, and support management with MI and trend analysis for Compliance.

Qualifications

• Bachelor's or advanced degree in Finance, Law, Economics, Business or related field.
• Licentiate or Fellow of the Association of Compliance Officers in Ireland, Solicitor Member of the Law Society of Ireland or Barrister-at-Law called to the Bar.
• Must hold the Diploma in Compliance from the Institute of Bankers or Licentiate of Compliance Institute (LCI).
• Up to date CPD and at least 2 years relevant complaints handling experience.
• Minimum of 2 years financial services industry experience preferred.

Responsibilities

• Present resolutions for complaints across topics like order routing, status and execution inquiries.
• Address funding issues including deposits, withdrawals, third party fees and transfers.
• Handle statement and tax issues with dividend reporting and cost basis concerns.
• Assess level of customer service satisfaction.
• Ensure complaints comply with the Consumer Protection Code.
• Write clear summaries for escalation to Programming, Legal, Compliance or Senior Management.
• Compile management information and trend analysis for Compliance.
• Assist other IBKR entities in resolving complaints when needed.

Skills

Communication skills

Regulatory knowledge

Analytical thinking

Education

Bachelor's or advanced degree in Finance/Law/Economics/Business

Diploma in Compliance / LCI

Barrister/Solicitor qualifications (Ireland)

Tools

Microsoft Office

Job description

Dispute Resolution Analyst

Position Overview

This position is designated as a Controlled Function 8 (CF-8) under the Central Bank of Ireland’s Fitness and Probity Regime. In this role, you will act as an adjudicator for customer complaints, ensuring fair, transparent, and regulatory-compliant outcomes.

Interactive Brokers Ireland Limited ("IBIE") is looking for an individual to investigate and adjudicate on client complaints in a manner which is fair, professional and in compliance with regulatory requirements and internal policies. The candidate should have an in-depth knowledge of the MIFID and other key Central Bank of Ireland regulations and the complaints handling requirements contain therein. The candidate should possess knowledge of futures, options, CFDs and equities markets. The candidate must satisfy the Minimum Competency Code requirements for complaints adjudication.

Key Responsibilities

• Present a resolution for complaints which may relate to a variety of topics such as: Order routing, order status or execution inquiries such as non-execution, delayed or erroneous execution
• Funding issues such as deposit or withdrawal delays, third party fees on funding and processing of position transfers
• Statement and tax issues such as dividend reporting, cost basis issues and tax reporting discrepancies or
• Level of satisfaction with customer service received
• Ensure complaints are handled in a manner which is both fair and in compliance with the Consumer Protection Code
• Compose clear and concise summaries of issues which require escalation internally, either to the Programming Department, Senior Management, Legal Department or Compliance Department
• Compile Management Information and trend analysis for the Compliance Department
• Assist other IBKR entities in resolving complaints if necessary.

Qualifications & Experience:

• Bachelor's or advanced degree in Finance, Law, Economics, Business Administration or other related field
• Licentiate or Fellow of the Association of Compliance Officers in Ireland, Solicitor Member of the Law Society of Ireland or Barrister-at-Law called to the Bar of Ireland
• Must hold the legal qualifications/compliance license – Diploma in Compliance from the Institute of Bankers, Licentiate of Compliance Institute (LCI)
• Up to date CPD and at least 2 years relevant complaints handling experience
• Minimum of 2 years financial services industry experience preferred
• Strong interpersonal, verbal and written communication skills
• Working knowledge of PC technologies including Microsoft Office applications