Client Services Specialist

5700 Yonge St, North York, ON M2M 4G3, Canada

Job Description

Posted Friday, April 4, 2025 at 4:00 AM

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, 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.

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

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

The Client Services Specialist is dedicated to cultivating exceptional client experiences by providing prompt, accurate, and professional responses to inquiries. Serving as the primary point of contact, they are committed to delivering exemplary customer service while proactively identifying and presenting relevant Questrade products and services to enhance client satisfaction and meet their evolving needs.

The Client Services Specialist is responsible for addressing a wide range of client inquiries related to their Questrade accounts. This includes resolving account and transaction issues, providing in-depth product knowledge, delivering technical support, and efficiently triaging complex matters. They also proactively contact clients to address account issues or provide follow-up. This role requires flexibility to work rotating shifts, including early mornings, evenings, and weekends, with potential for overtime.

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

Client Interaction Management:

• Manage client interactions efficiently and effectively, from initial contact to resolution, across multiple channels (phone, email, chat, in-person)
• Create service tasks and accurately record, sort and track problems and the resolution steps taken

Problem Resolution and Support:

• Consult internal knowledge bases and resources to resolve client issues
• Reproduce and troubleshoot technical issues for Questrade products, including issues with connectivity, trade routing or order flow
• Quickly identify hardware, operating system and networking issues during client interactions
• Identify and escalate complex issues and potential problems in a timely manner
• Proactively contact clients to resolve account issues or provide follow-up

Product and Service Expertise:

• Become a subject matter expert for Questrade products, services, policies, and procedures
• Educate and support clients on Questrade’s various trading platforms
• Help update knowledge base by identifying and reporting issues
• Present value-added solutions, including products, tools, and resources, to meet client needs

Continuous Improvement and Development:

• Assist newer staff members in building their knowledge, productivity and quality skills
• Provide regular reporting on client interaction trends and identify opportunities for improvement
• Participate in 1:1 coaching, team meetings, and professional development workshops
• Keep up to date on all changes to Questrade products and services

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

• Have strong written and verbal communication skills
• Have post-secondary degree/diploma
• Have 6 months-1 year related work experience
• Have flexibility to work rotating shifts, including evenings and weekends
• Have completed the Canadian Securities Course (CSC)
• Shifts will be scheduled 5 days per week, not exceeding 40 hours in total; however the working hours/days of the week may fluctuate from one week to another.
• Shifts can be scheduled Mondays-Fridays between 7:30 am-8:30 pm (8.5-hour shift) and/or Saturdays & Sundays from 10 am-4 pm (6-hour shift), including statutory holidays.

Sounds like you? Click below to apply!

#LI-Hybrid

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.