Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money. 
 
We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.
 
At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward-thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting-edge solutions that delight and serve our customers. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences. 

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs 

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Bilingual Client Services Specialist - Banking. Could It Be You?

The Bilingual Customer Service Specialist (CSS) will be required to provide support to our Customers as it relates to residential mortgages. The CSS will respond to multiple communication channels (Email, Call, Portal, Chat, etc.) to ensure partners receive timely turnaround and effective resolution management. CSS’s will respond to and action service-related inquiries, and triage other inquiries and related items. The CSS will also uncover and identify other opportunities to cross-sell other related products.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to: 

• Provide exceptional customer service from first interaction to resolution  focusing on the customer experience to build meaningful relationships. 

• Communicate professionally and effectively, both verbally and written with partners and brokers regarding Residential mortgage accounts.

• Be fluent and knowledgeable with all accounts including cross-selling opportunities.

• Collaborate with the Residential Underwriting teams to ensure broker and partner requests are actioned as required.

• Conduct outbound/inbound calls and case management to support the Mortgage Operations team.  This can include application follow-ups, documentation follow-ups and other calls as required.

• Handle inbound requests for customers post funding. This can include follow ups and supporting ,Enterprise Collections, Retention  and Funding requests

• Maintain knowledge of the financial services industry, competition, trends and market conditions. 

• Provide support and/or recommendations for process improvements to Leadership, as appropriate.

• Follow all AML policies and procedures with client accounts with an emphasis on “Know Your Client” rules.

• Comply with QFG policies regarding the privacy of information.

• Pro-actively identify actual and potential violations of AML regulatory requirements, internal policies and procedures or other AML/ATF risk situations at an early stage. Conduct appropriate inquiries and investigations in relation to any such situation and ensure that corrective actions and/or risk mitigation actions are implemented in a timely manner or escalated appropriately.

• Adhere to compliance and operational risk controls in accordance with company’s policies and procedures.

• Support other team functions, as necessary.

So are YOU our next Bilingual Client Services Specialist - Banking? You are if you…

• Are fully bilingual in French and English 

• Have minimum 1 year in Customer Service (Preferably financial and/or call center environments).

• Have university degree in business or related field preferred.

• Have strong interpersonal and relationship building skills.

• Have strong attention to detail and able to complete tasks with a high degree of accuracy.

• Have high level of integrity, confidentiality, and accountability.

• Have sound analytical thinking, planning, prioritizing, and executing skills.

• Have a well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.

• Have solid written and verbal business communication skills.

Additional kudos if you have these key competencies…

• Clear Communicator 

• Active Listening

• Adaptable and Flexible

• Problem Solving and Critical Thinking

• Technical Proficiency

• Time Management and Organization

• Conflict Resolution & De-Escalation

Compensation Information:

• Base salary range: $50,000 - $53,000

• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply!

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