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 Bilingual Client Services Specialist - Mortgages. Could It Be You? The Bilingual Customer Service Specialist (CSS) will be required to provide support to our Customers as it relates to residential mortgages. The CSS will respond to multiple communication channels (Email, Call, Portal, Chat, etc.) to ensure partners receive timely turnaround and effective resolution management. CSS’s will respond to and action service-related inquiries, and triage other inquiries and related items. The CSS will also uncover and identify other opportunities to cross-sell other related products.
Need more details? Keep reading… In this role, responsibilities include but are not limited to: • Provide exceptional customer service from first interaction to resolution focusing on the customer experience to build meaningful relationships. • Communicate professionally and effectively, both verbally and written with partners and brokers regarding Residential mortgage accounts. • Be fluent and knowledgeable with all accounts including cross-selling opportunities. • Collaborate with the Residential Underwriting teams to ensure broker and partner requests are actioned as required. • Conduct outbound/inbound calls and case management to support the Mortgage Operations team. This can include application follow-ups, documentation follow-ups and other calls as required. • Handle inbound requests for customers post funding. This can include follow ups and supporting ,Enterprise Collections, Retention and Funding requests • Maintain knowledge of the financial services industry, competition, trends and market conditions. • Provide support and/or recommendations for process improvements to Leadership, as appropriate. • Follow all AML policies and procedures with client accounts with an emphasis on “Know Your Client” rules. • Comply with QFG policies regarding the privacy of information. • Pro-actively identify actual and potential violations of AML regulatory requirements, internal policies and procedures or other AML/ATF risk situations at an early stage. Conduct appropriate inquiries and investigations in relation to any such situation and ensure that corrective actions and/or risk mitigation actions are implemented in a timely manner or escalated appropriately. • Adhere to compliance and operational risk controls in accordance with company’s policies and procedures. • Support other team functions, as necessary.
So are YOU our next Bilingual Client Services Specialist - Mortgages? You are if you… • Are fully bilingual in French and English • Have minimum 1 year in Customer Service (Preferably financial and/or call center environments). • Have university degree in business or related field preferred. • Have strong interpersonal and relationship building skills. • Have strong attention to detail and able to complete tasks with a high degree of accuracy. • Have high level of integrity, confidentiality, and accountability. • Have sound analytical thinking, planning, prioritizing, and executing skills. • Have a well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills. • Have solid written and verbal business communication skills.
Additional kudos if you have these key competencies… • Clear Communicator • Active Listening • Adaptable and Flexible • Problem Solving and Critical Thinking • Technical Proficiency • Time Management and Organization • Conflict Resolution & De-Escalation
Compensation Information: • Base salary range: $50,000 - $53,000 • 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-TO1 #LI-Hybrid
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.
