Reserve Client 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

We're looking for our next Reserve Client Specialist. Could It Be You?

The Reserve Client Specialist is one of the most important customer facing positions across the organization. As a primary point of contact for our most-valued customers, the objective of the Reserve Client Specialist is to provide exemplary customer service and take on a proactive sales approach to educate and cross-sell Questrade products and services that best meet customer needs.

Need more details? Keep reading…

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

• Manage multiple inbound/outbound client support channels (i.e. phones, email, live chats)

• Become subject matter expert on Questrade products and services

• Assist clients in monitoring and managing high value accounts

• Provide technical support to clients on Questrade's various trading software platforms

• Resolve client problems in a professional manner, escalating issues as required

• Cross-sell Questrade's products and services

• Identify sales leads and refer clients as necessary

• Participate in team meetings and workshops

• Developing tailored strategies aligned with client goals

• Providing value-added services such as proactive outreach, product updates, and platform tutorials

• Driving asset growth and customer equity expansion

• Achieving monthly targets

• Conduct outbound calling campaigns

• Work independently and proactively to overachieve stretch targets

• Effectively and efficiently manage each client interaction from first contact to resolution

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

• SME in areas which include Options, Registered Plan, Products & Services

• Demonstrated ability to provide value added service and asset gathering

• Ability to service HNW and UHNW clients

• Post secondary degree/diploma in related field

• 1+  years experience in sales and/or service

• Flexibility to work rotating 8.5-hour shifts

• Knowledge of French or Mandarin is an asset

• Subject matter expertise in Questrade products and services

• Excellent communication and interpersonal skills

• Strong work ethic and discipline

• Passion for continuous learning and development

• Team-oriented and collaborative mindset

• Reliability, accountability, and attention to detail

• Confidence, energy, and self-motivation

Additional kudos if you have…

Professional Development Recommendations:

• CSI Courses related to securities and derivatives:

  • CSC  (recommended)

  • CPH (recommended)

  • DFC  (recommended)

  • OLC  (recommended)

Key Competencies…

• Leadership and Performance Management: Leads, coaches, and motivates a team of relationship managers to achieve and exceed performance targets and business objectives.

• Exceptional Client Focus: Champions and delivers a "white glove" service experience, acting as a brand ambassador for high-value clients.

• Advanced Problem-Solving: Acts as a decisive escalation point, skillfully handling complex client issues for effective and efficient resolution.

• Data-Driven Acumen: Interprets performance metrics and reports on team trends to make informed decisions that drive success.

• Continuous Improvement Mindset: Proactively identifies and addresses gaps in processes and systems to enhance operational efficiency.

• Cross-Functional Collaboration: Effectively liaises with other departments to ensure strategic alignment and seamless client support.

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.