Responsibilities

• Client Outreach & Relationship Management: Serve as the primary point of contact for Chinese-speaking clients across the Compliance unit, including Enhanced Due Diligence (EDD), Financial Intelligence Unit (FIU), and Trade Surveillance teams
• Communication & Liaison: Conduct client outreach in Mandarin to explain compliance requirements, gather information, and facilitate smooth communication between clients and internal compliance teams
• Stakeholder Inquiries: Assist in handling inquiries from internal and external stakeholders in the region by coordinating client responses and documentation in Chinese and English
• Documentation & Reporting: Prepare clear and accurate reports, summaries, and correspondence in both Mandarin and English for internal stakeholders and management
• Process Improvement: Provide suggestions to enhance client communication processes and outreach strategies for better engagement with Chinese-speaking clients

Qualifications, Skills & Attributes

Required Qualifications and Skills

• Language Skills: Native or fluent proficiency in Mandarin Chinese (written and spoken) is essential; strong English proficiency (written and spoken) is required
• Industry Experience: Relevant experience in financial services, compliance, risk management, or client-facing roles within financial institutions
• Compliance Knowledge: Familiarity with financial crime compliance concepts including AML/KYC, Enhanced Due Diligence (EDD), suspicious activity monitoring, and trade surveillance
• Communication Skills: Excellent interpersonal and communication skills with the ability to explain complex compliance matters clearly to clients from diverse backgrounds
• Client Management: Proven ability to build and maintain professional relationships with clients while managing sensitive and confidential information
• Organizational Skills: Strong organizational abilities with capability to prioritize multiple tasks and work independently in a dynamic and fast-paced environment
• Cultural Awareness: Deep understanding of Chinese business culture and practices
• Attitude: Have a "can-do" attitude, willingness to learn, and ability to work collaboratively across teams
• Technology: Comfortable with computers, compliance systems, and technology applications in business and regulatory contexts

Desired Qualifications

• Prior experience in financial crime compliance roles (AML, KYC, EDD, FIU, or Trade Surveillance)
• Knowledge of Chinese and international regulatory requirements related to financial crime compliance
• Familiarity with compliance monitoring systems and case management tools
• Cantonese language ability is a plus
• Experience working in multinational financial institutions or brokerage firms
• Ability to work effectively in a small team environment with minimal supervision

Company Benefits & Perks

IBKR（www.interactivebrokers.com) 盈透证券正在招募积极进取及事业心强的人士担任客服支持一职。 

职务描述

IB的客服专员是个人客户和专业客户的联络人，负责为客户提供优质及专业的服务。盈透客户的主要包括个人客户、金融顾问，对冲基金管理人和其他经纪自营商。盈透正通过扩展产品和服务范围为客户提供所需的市场准入，从而维系客户关系，进而实现与客户建立并维持长久合作关系的目标。

职责

客服专员主要负责管理并处理客户相关事宜：针对客户的疑问，顾虑和投诉提供电话、邮件或在线解答。客服人员需根据公司政策，惯例和程序高效准确地处理各类客户问题，以确保客户满意度。

Interactive Brokers ( www.interactivebrokers.com ) is looking to hire highly motivated and career-minded individuals as Client Service Representatives in our Shanghai Office.

Job Description

As a liaison to Interactive Brokers' retail and professional clients, the IBKR Client Service Representative is accountable for providing client service to IBKR's clients. Our client base includes retail investors, financial advisors, hedge fund operators and other broker-dealers. We aim to build and maintain long-term client relationships, provide access to desired markets, and increase client retention as we expand our product and service offerings.

Responsibilities

Mainly management and focus on a wide scale of client issues, which includes: Responding to inquiries, concerns and complaints via telephone, e-mail, and online chat to achieve a mutually satisfactory solution while complying with policies, practices and procedures.

Qualifications

核心技能包括：

• 识别、分析和处理复杂问题的能力
• 优秀的故障排除和问题解决的能力
• 识别客户需求并提供优质服务的能力

要求：

• 重点大学学历（本科）及以上
• 出色的中英文语言能力（口语及书面语）
• 出色的分析技巧
• 熟悉金融市场
• 欢迎优秀应届毕业生投送简历

The core competencies we seek include:

• The ability to identify, analyze, and escalate complex issues
• Excellent troubleshooting and problem-resolution skills
• Assuming responsibility for identifying client needs while providing a high-value experience

Requirements:

• University degree (Bachelor's) and above
• Fluency in both Mandarin and English (oral and written)
• Excellent analytical skills
• A good understanding of financial markets
• Excellent graduates are welcome to apply for this position

Company Benefits & Perks

• Competitive Salary, annual performance-based bonus and stock grant
• Excellent health and welfare benefits, including medical, dental, specialist, and inpatient
• Competitive package of Annual Leave
• 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 a growing local presence
• Hybrid work arrangement role permitting