Remote Customer Service Specialist
Questrade Financial Group
Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, 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. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of. Paid vacation, personal, and sick days for work-life balance
Work-life balance in a hybrid environment with at least 3 days in office
Opportunities to contribute to community causes
NOC 64400 We're looking for our next Client Services Specialist. The Client Services Specialist is dedicated to cultivating exceptional client experiences by providing prompt, accurate, and professional responses to inquiries. Serving as the primary point of contact, they are committed to delivering exemplary customer service while proactively identifying and presenting relevant Questrade products and services to enhance client satisfaction and meet their evolving needs. 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. 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
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
Continuous Improvement and Development:
Assist newer staff members in building their knowledge, productivity and quality skills
Participate in 1:1 coaching, team meetings, and professional development workshops
So are YOU our next Client Services Specialist? Have post-secondary degree/diploma
Have 6 months to 1-year related work experience
Have flexibility to work rotating shifts, including evenings and weekends
Shifts will be scheduled 5 days per week, not exceeding 40 hours in total; 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.
LI-MC1 #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. 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 existencenot 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.
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