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 - Banking. 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.

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 - Banking? You are if you…

• Education: Completion of Secondary School is required; a College Diploma in Business Administration or a related field is an asset.

• Experience: Previous experience (e.g., 1+ years) in a high-volume call centre, customer service, or financial services environment is strongly preferred.

• Technical Skills: Proficiency with basic computer skills, accurate data entry, and experience using CRM or financial services systems.

• Compliance: Ability to successfully pass a criminal record check and basic security clearance

Additional kudos if you have…

• Exceptional Communication: Clear, professional verbal and written communication, with the ability to explain complex financial concepts simply.

• Problem-Solving & Conflict Resolution: Proven ability to analyze complex issues, provide effective solutions, and de-escalate challenging customer situations.

• Customer-Centric Mindset: Strong dedication to understanding and meeting customer needs, and a commitment to ensuring a positive customer experience.

• Attention to Detail & Accuracy: Meticulous approach to processing sensitive financial transactions and updating account records.

• Adaptability & Multitasking: Ability to navigate multiple systems simultaneously while maintaining composure and efficiency in a fast-paced environment.

• Financial Acumen: Basic understanding of credit card products, general banking principles, and relevant financial regulations.

Compensation Information:

• Base salary range: $41,000 - $51,000

• 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!

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