Bilingual Client Services Specialist (Mandarin/English)

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

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What’s in it for you as an employee of QFG?

• Hybrid and flexible work arrangements
• Work with diverse team members in an inclusive and collaborative environment
• Health & wellbeing resources and programs
• Competitive compensation and benefits packages
• Paid vacation, personal, and sick days for work-life balance
• Opportunities to contribute to community causes
• Career growth and development opportunities

We’re looking for our next Bilingual Client Services Specialist. Could It Be You?
Our Client Services Specialist develop a positive client experience by understanding and responding to clients’ enquiries quickly, professionally and accurately. As the primary point of contact for our clients, the Client Services Specialist must provide exemplary customer service and recognize opportunities to proactively position other Questrade products and services to better meet the client’s needs.
What’s it like working as a Bilingual Client Services Specialist (Mandarin/English) at Questrade?
To summarize as a Bilingual Client Services Specialist, you will respond to incoming inquiries from clients by phone, email and instant messaging. You will respond to a variety of client issues including: account inquiries, transaction inquiries, product inquiries and technological assistance. In addition, you may contact clients directly to advise of issues in their accounts or to follow up on other concerns.
You will be answering questions such as:

• How to trade stocks, options and mutual funds?
• How to transfer accounts from another institution to Questrade?
• Explain account balances, trading commissions, interest and other charges in the account.
• What kind of accounts do we offer and their differences?(RRSP / TFSA / Margin)
• How to fund accounts and take money out of accounts?

Need more details? Keep reading…
In this role, responsibilities include but are not limited to:

• Participate in team meetings and workshops.
• Assist clients in monitoring and managing accounts, this may be in person or over the phone;
• Resolve client problems in a professional manner, escalating issues as required;
• Manage multiple inbound/outbound client support channels (i.e. phones, email, live chats, in-person);
• Provide technical support to clients on Questrade’s various trading software platforms;
• Effectively and efficiently manage each client interaction from first contact to resolution;
• Keep current on Questrade’s products, services, programs, policies and procedures;
• Become subject matter expert on Questrade products and services;

So are YOU our next Bilingual Client Services Specialist? You are if you…
✔ Have a Post-secondary degree/diploma in related field.
✔ Have 6 months-1 year related work experience.
✔ Have 1-2 years’ experience in Client Services.
✔ Are flexible to work rotating 8-hour shifts.
✔ Your written and spoken English and Mandarin is impeccable, and your communication skills are highly polished.
Additional Kudos If You…
✔ Have completed Canadian Securities Course (CSC)
Some more information you might want to know...
Shifts are scheduled between 7:30 a.m. and 8:30 p.m. EST, Monday-Friday, including statutory holidays. We appreciate your flexibility.
Sounds like you? Click below to apply!
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.
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.
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