Bilingual Client Services Specialist; French​/English

Job Description

Questrade Financial Group (QFG) includes Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti. The role is a bilingual Client Services Specialist reporting to the Team Lead.

• Deliver exceptional customer service, addressing inbound inquiries related to pending applications, credit limit increases, and merchant support.
• Evaluate applications pending credit approval, assessing eligibility based on credit guidelines.
• Assess applications pending due to fraud risk; validate and verify applicants via telephone and review 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.

• Excellent oral and written communication skills in English and French.
• 1–2 years of customer service experience (call center environment preferred).
• 1–2 years of experience in the credit card or financial sector.
• Excellent communication proficiencies (listening, verbal, written); active listening, probing, and negotiation skills are essential.
• Demonstrated analytical and problem‑solving capabilities within time constraints.
• Adaptable, flexible, composed, focused, and reliable.
• Ability to exercise sound judgment in moderately complex scenarios.
• Full‑time availability with flexibility to accommodate rotational shifts as needed.
• Meet minimum work‑from‑home requirements: high‑speed internet (≥50 Mbps download & 10 Mbps upload), hardwired connection, and a dedicated, quiet workspace.
• Customer‑centric approach and ability to address moderately complex procedures and situations.
• Willing and eager to learn from industry best practices and implement learnings to support customers throughout their engagement.
• Experience in credit lending/adjudication/collections.
• Experience in fraud detection/application verification/fraud investigation.
• Strong PC knowledge and proficiency in MS Word, Excel, Teams, and Outlook.

Base salary range: $49,000 – $50,000 (Bilingual in English and French).

The final compensation package will be commensurate with the successful candidate’s experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full‑Time Permanent roles.

Benefits include 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.