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About the Role

Questrade Financial Group (QFG) is seeking a Senior Specialist Account Management to act as a subject matter expert within the Account Management Pod. This role focuses on achieving First Contact Resolution (FCR) for specialized trade-related inquiries and managing complex, high-value client interactions. The ideal candidate will leverage AI to transform customer experiences and shape a future where AI empowers teams. Join a diverse, inclusive, and hybrid workplace to unleash creativity and curiosity.

Responsibilities

Serve as the dedicated, high-touch point of contact for high-value Signature and Reserve clients.
Manage a dynamic mix of premium inbound calls and complex outbound communications.
Resolve all inquiries on the first interaction to drive client satisfaction and retention.
Act as a specialized owner of the client journey for sophisticated asset classes and platform mechanics.
Contribute to the evolution of pod procedures and platform improvements.
Manage inbound inquiries from Signature and Reserve clients.
Execute complex outbound communication campaigns to proactively resolve account issues.
Take full responsibility for complex discrepancies, account processes, and disputes.
Act as a leader among peers, championing change, adaptability, and client-centricity.
Guide the team by modeling ideal behaviors and sharing strategic approaches to complex problems.
Encourage continuous development within the team.
Analyze client feedback, sentiment, and recurring pain points to propose actionable new solutions and procedural improvements.
Communicate with Trade Desk, risk, back office, and technology support to ensure client issue resolution.
Manage client interactions efficiently and effectively across multiple channels (phone, email, chat).
Accurately record, sort, and track problems and their resolution steps.
Investigate client queries and respond accordingly while maintaining exceptional client service.
Facilitate the opening of new accounts, ensuring documentation accuracy and regulatory compliance.
Address client inquiries regarding service fees, transaction costs, and billing cycles.
Manage the addition and modification of beneficiaries and authorized traders on client accounts.
Handle currency settlement requests, Questrade Plus subscriptions, and letter requests.
Provide guidance to clients with generic tax-related inquiries.
Process profile updates, including contact information changes and legal name updates, maintaining data integrity.
Assist clients with login issues, multi-factor authentication, and account security protocols.
Review incoming client paperwork and forms within the required SLA for completeness, accuracy, and regulatory adherence.
Maintain organized electronic documentation and audit trails for all processed requests.
Adhere strictly to AML, KYC, and other regulatory procedures.
Remain current on all internal policies and industry regulations.
Consult internal knowledge bases and resources to resolve client issues.
Identify and escalate complex issues and potential problems in a timely manner.
Proactively contact clients to resolve account issues or provide follow-up.
Proactively report platform issues, recurring pain points, and client sentiment to management.
Communicate with relevant stakeholders to ensure the successful resolution of client issues.
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.

Requirements

2+ years of industry or contact centre experience.

Skills

Ability to maintain high morale during organizational transitions
Attention to detail
Customer centric

Location

Hybrid

Work Type

Hybrid
Full-Time Permanent

Experience Level

Senior

Education Level

Post-secondary degree or diploma in a related field
CSC (asset)
CPH (Conduct and Practices Handbook) (asset)

Salary/Compensations

$50,000 - $55,000

Benefits

Comprehensive benefits plan
Competitive incentive (bonus) program
Health & wellbeing resources and programs
Paid vacation, personal, and sick days
Career growth and development opportunities
Opportunities to contribute to community causes

About the Company

Questrade Financial Group (QFG) provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more through its companies: Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti.
QFG uses cutting-edge technology to help Canadians become more financially successful and secure.
At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services.
We are committed to fostering a diverse, inclusive and accessible work environment where individuals are treated with dignity and respect.
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.

Equal Opportunity

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.