Client Services Specialist

Questrade Financial Group (QFG) is a forward-thinking company in the fintech space, seeking a Client Services Specialist to address a wide range of client inquiries related to their accounts. The role involves managing client interactions, resolving technical issues, and providing product expertise while contributing to continuous improvement and development within the team.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• Have strong written and verbal communication skills
• Have post-secondary degree/diploma
• Have 6 months to 1-year related work experience
• Have flexibility to work rotating shifts, including evenings and weekends
• Have completed the Canadian Securities Course (CSC)

Benefits

• 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

Company Overview