Responsibilities
:
1. Proactively handling exceptional client inquiries via callbacks, verbal and video client verification.
2. Handling escalations of client inquiries about IBKR's security system via tickets.
3. Problem management with a focus on security protocols and practices.
4. Handling escalations of suspicious client activity or behavior to Senior SFP Analysts.
5. Proactive tracking of fraud cases and trends is realized.
6. Creation of on-the-job training and fraud awareness material.
Qualifications and Experience:
7. 2+ years' experience in an information or fraud prevention role.
8. BSc in STEM areas (Science, Technology, Engineering and Mathematics).
9. Proficient in Windows and/or macOSputer systems and basic office applications.
10. Maintain up-to-date knowledge of the security industry as it relates to IBKR, including: Social engineering Fraud Schemes Mobile Security Information Security
11. Languages: Fluency in Mandarin and English
Required Skills:
12. Analytical approach to problem solving.
13. Organized, practical, good attention to detail.
14. Excellentmunication (spoken and written) and interpersonal skills.
15. Ability to engage and maintain a conversation with clients.
16. Ability to build rapport, handle objections and actively steermunications with the goal of collecting required information and assisting.
17. Ability to learn and adapt to new information and technology platforms.
18. Navigating multipleputer applications while interacting with clients.
#LI-RB1
#LI-Fullt-time
#LI-Hybrid Job ID 8042911002