Social Media Response Specialist

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.

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

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

We’re looking for our next Social Media Response Specialist. Could It Be You?

The purpose of this role is to provide mortgage support and expertise to customers across social media channels while building a great relationship with Questrade’s community. The Social Media Response Specialist will be responsible for proactively helping to answer any questions and solve customers issues pertaining to mortgage and find ways to add value while supporting Questrade’s mission.

What’s it like working as a Social Media Response Specialist at Questrade?

Reporting to the Social Media Manager, Response, the Social Media Response Specialist will work with tech support teams to resolve customer issues, support on crisis response and product launches and updates pertaining to mortgage. This role will also be responsible for building custom social media monitoring reports, including sentiment.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Support new LOB response management, as needed.
• Monitor competitor trends in the social media space.
• Analyze conversation trends and activity on social media to ensure the Questrade brand is protected and represented appropriately.
• Provide regular feedback and insights from social media monitoring related to mortgage and investing business.
• Humanize Questrade through on-brand tone of voice per social media channel.
• Customer response management for mortgage related queries for existing and potential customers.
• Support other Social Media Specialists with overflow of customer responses, as needed.
• Execute the overall social media strategy and look for opportunities to expand the social community engagement program.
• Help with customer satisfaction across social media channels and find ways to add value while supporting Questrade’s “we care deeply” mission.
• Contribute to bi-weekly team content brainstorm sessions, including mortgage and housing themed content.
• Help build Questrade’s Community on social media.
• Create monthly reports and analyze performance of community management, including after-incident reports, customer reports and ad-hoc reports, as requested.

So are YOU our next Social Media Response Specialist ? You are if you…

• A mindset of curiosity that seeks to understand how audiences learn and how best to provide them with information they need.
• Familiarity working within social media tools.
• Ability to ideate and execute quickly and rigorous attention to detail.
• Experience working with a set brand voice and tone.
• Experience in community management, or customer service.
• Effective relationship building skills with the ability to work well at all levels of an organization and interact confidently with senior management.
• Knowledge and understanding of the mortgage and housing industry and can respond comfortably to customer’s questions or concerns related to mortgages.
• Knowledge of social trends and know how to find great opportunities for a brand to jump on.
• Excellent written communication skills.
• Strong presentation skills and ability to rationalize ideas to stakeholders.
• Customer centric attitude.
• Experience working across social media channels, including: Twitter, TikTok, Reddit, Facebook, Instagram, and LinkedIn.
• Have passion for Questrade’s unique position in the market and can help to bring the social media strategy to life in creative ways that demand attention.
• Very strong organization and prioritization skills.
• Bachelor’s degree or post-secondary degree/diploma in business, communications, or digital media.
• Self-driven, results-oriented with a positive outlook and a clear focus on high quality deliverables.
• Comfortable and knowledgeable analyzing social media channels and sentiment.

Additional Kudos If You…

• Experience with social media and/or pro-active engagement.
• Brokerage or financial services experience.
• A keen interest and knowledge of the market.
• Proficient in French.

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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