Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.
At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.
Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.
What’s in it for you as an employee of Flexiti?
- 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. Could it be you?
Reporting to the Team Lead, the Client Services Specialist will contribute to a team responsible for conducting financially-based assessments and delivering exemplary customer service. The ideal candidate will possess astute judgment, high emotional intelligence, and the capacity to problem-solve and negotiate mutually beneficial resolutions.
Need more details? Keep reading...
In this role, responsibilities include but are not limited to:
- Delivering exceptional customer service, addressing inbound inquiries related to, but not limited to, pending applications (fraud/credit risk), credit limit increases, and merchant support.
- Evaluating applications pending credit approval, assessing eligibility based on credit guidelines.
- Evaluating applications pending due to fraud risk; validating and verifying applicants via telephone to mitigate fraud and review supporting documentation to confirm identity.
- Processing credit limit increase requests.
- Providing support to merchants completing point-of-sale/real-time credit applications.
- Adhering to departmental escalation procedures, Quality Standard Guidelines, and PCI compliance requirements.
- Reporting customer feedback through the established escalation matrix.
- Maintaining composure and discretion when managing conflict, prioritizing superior customer service and goodwill.
- Responding to customer and merchant inquiries, identifying optimal strategies to satisfy their present and future needs.
- Offering efficient and reliable problem-solving assistance to customers and merchants.
- Accurately completing all requisite documentation, adhering to policies and procedures (data input, communication with third-party partners, initiation of fulfillment).
- Participating in team meetings and committees (escalation queues, call campaigns, best practices, peer evaluation).
- Pursuing continuous professional development through cross-training, mentorship, and staying informed on product updates.
So are YOU our next Bilingual Client Services Specialist? You are, if you...
- Have excellent oral and written communication skills in English and French.
- Have at least 1-2 years of customer service experience (call center environment preferred).
- Have at least 1-2 years of experience in the credit card or financial sector.
- Have excellent communication proficiencies (listening, verbal, written); active listening, probing, and negotiation skills are essential.
- Have demonstrated analytical and problem-solving capabilities within time constraints.
- Are adaptable, flexible, composed, focused, and reliable.
- Have the ability to exercise sound judgment in moderately complex scenarios.
- Are able to work full-time, with flexibility to accommodate rotational shifts as needed.
- Are able to satisfy minimum work-from-home requirements: high-speed internet (minimum 50 Mbps download & 10 Mbps upload), hardwired connection, and a dedicated, quiet workspace.
- Have a customer-centric approach and the ability to address moderately complex procedures and situations.
- Are willing and eager to learn from industry best practices and implement learnings to support customers throughout their engagement.
Additional kudos if you…
- Have experience in credit lending/adjudication/collections.
- Have experience in fraud detection/application verification/fraud investigation.
- Have strong PC knowledge and proficiency in MS Word, Excel, Teams, and Outlook.
Compensation Information:
- Base salary range: $49,000 - $50,000 (Bilingual in English and French)
- 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!
#LI-Hybrid
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At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.
Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.
Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.
