Position Overview

We are seeking a detail-oriented Client Support Specialist to deliver exceptional service to our institutional and retail clients, while ensuring regulatory compliance and operational excellence. This role combines client service expertise with specialized knowledge of tax documentation, AML/KYC procedures, and European tax regulations. The successful candidate will serve as a key liaison between clients and internal teams, managing complex inquiries across multiple communication channels while maintaining the highest standards of accuracy and compliance. This position offers the opportunity to contribute to process improvements and play a vital role in enhancing the overall client experience.

Key Responsibilities

• Deliver professional client support to institutional and retail clients through multiple channels, including email, ticketing systems, and dedicated mailboxes.
• Respond to client inquiries regarding tax documentation requirements.
• Liaise effectively with clients, sales representatives, and cross-functional internal teams to resolve various tax and account-related issues.
• Review, validate, and process tax documentation, including but not limited to W-8/W-9 forms and certificates of residence.
• Validate documentation for various account maintenance activities with emphasis on European tax regulations.
• Perform Anti-Money Laundering (AML) and Know Your Customer (KYC) verification checks by cross-referencing internal systems and external databases.
• Identify and escalate potential compliance risks or documentation discrepancies.
• Contribute to process improvement initiatives to enhance operational efficiency and client experience.

Qualification & Skills

• Strong attention to detail and analytical skills
• Excellent written and verbal communication abilities
• Ability to manage multiple priorities in a fast-paced environment
• Client service orientation with a problem-solving mindset
• Basic understanding of tax concepts and regulatory frameworks (training provided)
• Proficiency with ticketing systems and Microsoft Office applications

Benefits

• Career support and development
• Salary commensurate with experience
• Performance-based discretionary cash bonus scheme
• Discretionary stock grant
• Group Life Assurance cover
• Group Income Protection
• Gross pension scheme at 5% employer, 4% employee
• Hybrid working model
• Daily company subsidised lunch and healthy snack options throughout the day (when working from the office)
• Access to Private Medical Insurance, Dental Plan and/or Health Cash Plan*
• Corporate events
• Travel season ticket loans
• Cycle to work scheme

 

*On successful completion of the probationary period

Interactive Brokers (UK) values promoting, monitoring, and implementing best practices, policies, and procedures to adhere to and promote the FCA Consumer Duty within the organisation.