Job Description
Questrade Financial Group is a forward-thinking financial services company that values innovation and collaboration. They are seeking a Bilingual Client Services Specialist - Mortgages to provide exceptional customer service and support related to residential mortgages, while also identifying cross-selling opportunities. The role involves effective communication with customers and partners, as well as collaboration with underwriting teams to ensure timely resolution of inquiries. Responsibilities Provide exceptional customer service from first interaction to resolution focusing on the customer experience to build meaningful relationships Communicate professionally and effectively, both verbally and written with partners and brokers regarding Residential mortgage accounts Be fluent and knowledgeable with all accounts including cross-selling opportunities Collaborate with the Residential Underwriting teams to ensure broker and partner requests are actioned as required Conduct outbound/inbound calls and case management to support the Mortgage Operations team This can include application follow-ups, documentation follow-ups and other calls as required Handle inbound requests for customers post funding This can include follow ups and supporting ,Enterprise Collections, Retention and Funding requests Maintain knowledge of the financial services industry, competition, trends and market conditions Provide support and/or recommendations for process improvements to Leadership, as appropriate Follow all AML policies and procedures with client accounts with an emphasis on 'Know Your Client' rules Comply with QFG policies regarding the privacy of information Pro-actively identify actual and potential violations of AML regulatory requirements, internal policies and procedures or other AML/ATF risk situations at an early stage Conduct appropriate inquiries and investigations in relation to any such situation and ensure that corrective actions and/or risk mitigation actions are implemented in a timely manner or escalated appropriately Adhere to compliance and operational risk controls in accordance with company’s policies and procedures Support other team functions, as necessary Skills Are fully bilingual in French and English Have minimum 1 year in Customer Service (Preferably financial and/or call center environments) Have university degree in business or related field preferred Have strong interpersonal and relationship building skills Have strong attention to detail and able to complete tasks with a high degree of accuracy Have high level of integrity, confidentiality, and accountability Have sound analytical thinking, planning, prioritizing, and executing skills Have a well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills Have solid written and verbal business communication skills Clear Communicator Active Listening Adaptable and Flexible Problem Solving and Critical Thinking Technical Proficiency Time Management and Organization Conflict Resolution & De-Escalation 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