Job Description

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.



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.



At QFG, we have a culture of innovation where technology serves people--both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward-thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting-edge solutions that delight and serve our customers. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences.



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



What's in it for you as an employee of Flexiti?

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. Could it be you?

Reporting to the Team Lead, the Bilingual Client Services Specialist will contribute to a team responsible for conducting financially-based assessments and delivering exemplary customer service. The ideal candidate will possess astute judgment, high emotional intelligence, and the capacity to problem-solve and negotiate mutually beneficial resolutions.



Need more details? Keep reading...

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

Deliver exceptional customer service, addressing inbound inquiries related to, but not limited to, pending applications (fraud/credit risk), credit limit increases, and merchant support. Evaluate applications pending credit approval, assessing eligibility based on credit guidelines. Evaluate applications pending due to fraud risk; validate and verify applicants via telephone to mitigate fraud and review supporting documentation to confirm identity. Process credit limit increase requests. Provide support to merchants completing point-of-sale/real-time credit applications. Adhere to departmental escalation procedures, Quality Standard Guidelines, and PCI compliance requirements. Report customer feedback through the established escalation matrix. Maintain composure and discretion when managing conflict, prioritizing superior customer service and goodwill. Respond to customer and merchant inquiries, identifying optimal strategies to satisfy their present and future needs. Offer efficient and reliable problem-solving assistance to customers and merchants. Accurately complete all requisite documentation, adhering to policies and procedures (data input, communication with third-party partners, initiation of fulfillment). Participate in team meetings and committees (escalation queues, call campaigns, best practices, peer evaluation). Pursue continuous professional development through cross-training, mentorship, and staying informed on product updates.

So are YOU our next Bilingual Client Services Specialist? You are, if you...

Bilingual (French/English) Minimum of 1-2 years of customer service experience (call center environment preferred). Minimum of 1-2 years of experience in the credit card or financial sector. Experience in credit lending/adjudication/collections is advantageous. Experience in fraud detection/application verification/fraud investigation is advantageous.

Additional kudos if you...

Excellent communication proficiencies (listening, verbal, written); active listening, probing, and negotiation skills are essential. Demonstrated analytical and problem-solving capabilities within time constraints. Adaptability, flexibility, composure, focus, and reliability. Ability to exercise sound judgment in moderately complex scenarios. Ability to work full-time, with flexibility to accommodate rotational shifts as needed. Excellent oral and written communication skills in English and French. Strong PC knowledge and proficiency in MS Word, Excel, Teams, and Outlook are advantageous. Ability to satisfy minimum work-from-home requirements: high-speed internet (minimum 50 Mbps download & 10 Mbps upload), hardwired connection, and a dedicated, quiet workspace. A customer-centric approach and the ability to address moderately complex procedures and situations. Willingness and eagerness to learn from industry best practices and implement learnings to support customers throughout their engagement.

Sounds like you? Click below to apply!

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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.



Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.



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.