Client Services Specialist

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. Could It Be You?
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.
 
Need more details? Keep reading…
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 to 1-year related work experience 
Have flexibility to work rotating shifts, including evenings and weekends

Additional kudos if you…

Have completed the Canadian Securities Course (CSC)

Additional information…

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.

The 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.

Candidates located within a commutable distance to the office will be required to come into
the office 3 days per week. Candidates located outside of the province will be able to work remotely.

NOC 64400

Compensation Information:

Base salary range: $43,000 (English)
The final compensation package will be commensurated 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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