Client Services Specialist

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 Client Services Specialist - Banking. Could It Be You?

The Client Service Specialist is a critical front-line role within the Questbank Call Centre team. This position is accountable for providing high-quality, comprehensive support to customers via phone, live chat and email, managing a high volume of complex inbound inquiries. The specialist is expected to resolve account issues, process transactions, handle disputes and complaints, and identify opportunities to deepen the customer relationship by promoting relevant banking solutions. This role leverages customer relationship management (CRM) software and other digital tools to ensure accurate and compliant service.

Need more details? Keep reading…

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

• Customer Interaction: Handle a high volume of inbound calls related to Questbank accounts, transactions, and product features.

• Inquiry Resolution: Address general account inquiries, including balance checks, payment processing, interest rates, rewards programs, and statement clarification.

• Dispute & Complaint Management: Log, investigate, and resolve transaction disputes (e.g., fraudulent charges, billing errors) and formal customer complaints in compliance with regulatory and internal guidelines.

• Account Servicing: Execute account maintenance tasks such as card activations, lost/stolen card reports, credit limit adjustments, and personal information updates.

• Compliance & Risk: Ensure all interactions, transactions, and account updates adhere to bank policies, anti-money laundering (AML) protocols, and financial services regulations.

• Sales & Referral: Proactively identify customer needs and cross-sell or refer appropriate banking products and self-service options (e.g., online banking) to support customer financial success and business objectives.

• Documentation: Accurately document all customer interactions, resolution steps, and account changes in the CRM system (Salesforce)

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

• Education: Completion of Secondary School is required; a College Diploma in Business Administration or a related field is an asset.

• Experience: Previous experience (e.g., 1+ years) in a high-volume call centre, customer service, or financial services environment is strongly preferred.

• Technical Skills: Proficiency with basic computer skills, accurate data entry, and experience using CRM or financial services systems.

• Compliance: Ability to successfully pass a criminal record check and basic security clearance

Additional kudos if you have…

• Exceptional Communication: Clear, professional verbal and written communication, with the ability to explain complex financial concepts simply.

• Problem-Solving & Conflict Resolution: Proven ability to analyze complex issues, provide effective solutions, and de-escalate challenging customer situations.

• Customer-Centric Mindset: Strong dedication to understanding and meeting customer needs, and a commitment to ensuring a positive customer experience.

• Attention to Detail & Accuracy: Meticulous approach to processing sensitive financial transactions and updating account records.

• Adaptability & Multitasking: Ability to navigate multiple systems simultaneously while maintaining composure and efficiency in a fast-paced environment.

• Financial Acumen: Basic understanding of credit card products, general banking principles, and relevant financial regulations.

Compensation Information:

• Base salary range: $41,000 - $51,000

• 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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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.