Dispute Resolution Analyst I

Position Overview

As a Dispute Resolution Analyst, you will investigate client complaints using proprietary systems and external platforms, analyze trading activity, and provide clear, 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