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 Bilingual Client Services Specialist (English/Mandarin). Could It Be You?

The Bilingual Client Services Specialist (English/Mandarin) 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 Bilingual Client Services Specialist (English/Mandarin)? You are if you…

• Have strong written and verbal communication skills
• Are fully bilingual in English and Mandarin
• Have post-secondary degree/diploma
• Have 6 months-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…

• The 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.

Sounds like you? Click below to apply!

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