Client Security & Fraud Prevention Analyst I

Job Description:
IBKR is looking for individuals with a passion and ambition for a career in security operations. The Security and Fraud Investigation Analyst is responsible for establishing, implementing, monitoring, reviewing, and improving a suitable set of controls to protect our clients’ information and assets, ensuring the business objectives of the organization are met. You will focus on delivering a solid user experience and contribute to further improving our already robust security protocols. You’ll occasionally have direct contact with clients while conducting research and investigations.
The ideal candidate will possess an eye for accuracy and detail, with the capacity for independent work and subject matter ownership. We need an analyst with focus, passion, and commitment to security in an advanced technological environment. Information security knowledge, understanding of financial sector mechanisms, awareness of social engineering attack methods, and the skills to counter those events are essential for success in this role.
Responsibilities:

Conduct verbal and video verification calls with clients in English, Mandarin or Cantonese to assist with Know Your Client (KYC) checks and fraud investigations
Ability to verify government IDs on video verification calls by matching the data to our records and identifying potential fraud indicators
Perform outreach to fraud victims to gather detailed information and intelligence about scam methods and vulnerabilities
Guide clients through technical verification processes and 2FA setup in English, Mandarin or Cantonese, providing clear instructions adapted for varying technical proficiency levels of clients
Maintain comprehensive documentation of all client interactions with precise details (date, time, responses, red flags), focusing on factual recording and maintaining standards that would withstand regulatory scrutiny or legal proceedings
Identify unique fraud patterns through communication with clients and collaborate with case managers on countermeasures
Support the broader team by handling both English and Mandarin client communications based on business needs

Qualifications & Skills

Analytical approach to problem-solving
Organized, practical, good attention to detail
Excellent communication (spoken and written) and interpersonal skills
Ability to engage and maintain a conversation with clients
Ability to build rapport, handle objections and actively steer communications to collect required information and assist
Ability to learn and adapt to new information and technology platforms
Navigating multiple computer applications while interacting with clients
2+ years' experience in financial services, compliance, KYC or fraud prevention roles
Professional fluency in English, Mandarin, and Cantonese (native or near-native proficiency)
Understanding of SEC and FINRA regulatory requirements
Experience with client communication in sensitive financial matters
Exceptional documentation skills with attention to detail
Ability to maintain composure in high-pressure situations while following strict protocols

Company Benefits & Perks

Competitive Salary, annual performance-based bonus and stock grant
CPF Contributions
Excellent medical insurance, including dental, specialist and in-patient
Competitive package of Annual Leave
Daily lunch ordered in house with fully stocked kitchen
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 growing local presence
Hybrid work arrangement role permitting