Questrade Financial Group (QFG) is a forward-thinking fintech company that provides a range of financial services, including investment and real estate services. They are seeking a Bilingual Client Sales & Services Specialist (Mandarin/English) who will be responsible for managing client inquiries, resolving account issues, and providing technical support while ensuring exceptional customer service across various communication channels.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- Have completed the Canadian Securities Course (CSC)
- Conduct and Practices Handbook Course (CPH)
- Derivatives Fundamentals and Options Licensing Course (DFOL)
Benefits
- 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
Company Overview
Questrade is an award-winning low-cost digital alternative to traditional banks that is changing the Canadian financial services industry. It was founded in 1999, and is headquartered in Toronto, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http://www.questrade.com.