Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure. At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work. Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this 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. 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. The role works synergistically with AI-powered tools for initial query triage, knowledge base searching, and real-time guidance. The specialist's primary focus remains on complex problem-solving, applying empathy, and exercising professional judgment where automated systems require human intervention.
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? You are if you… • Have 1+ year of experience in a high-volume call centre, customer service, or financial services environment • Can handle a high volume of inbound calls related to Questbank accounts, transactions, and product features. • Can address general account inquiries, including balance checks, payment processing, interest rates, rewards programs, and statement clarification. • Can Log, investigate, and resolve transaction disputes (e.g., fraudulent charges, billing errors) and formal customer complaints in compliance with regulatory and internal guidelines. • Can execute account maintenance tasks such as card activations, lost/stolen card reports, credit limit adjustments, and personal information updates. • Can ensure all interactions, transactions, and account updates adhere to bank policies, anti-money laundering (AML) protocols, and financial services regulations. • Can 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. • Can accurately document all customer interactions, resolution steps, and account changes in the CRM system (Salesforce) • Are proficient with basic computer skills, accurate data entry, and have experience using CRM or financial services systems.
Additional kudos if you… • Have a College Diploma in Business Administration or a related field
Compensation Information: • Base salary range: $45,000 - $50,000 • 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! #LI-Hybrid #LI-TO1
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.
