Team Lead, Client Services

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, 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.

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 QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance
• 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 Team Lead, Client Services. Could It Be You?

As a point of contact for clients, the Team Lead delivers exemplary customer service, addresses a variety of client needs (including account, transaction, and technical assistance) and proactively identifies opportunities to promote Questrade's products and services.

The Team Lead also acts as a subject matter expert and support for the Client Services team, answering agent questions and escalating issues in a timely manner.

They will also work closely with the leadership team on initiatives to help improve contact centre efficiency, close coaching and training gaps and provide oversight support.

Need more details? Keep reading…

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

• 1. Team Support & Development:
• Serve as the primary point of contact for Client Services team member inquiries.
• Collaborate with Quality Coaches and the Manager to develop and implement agent performance improvement plans based on call/chat metrics.
• Conduct regular meetings with agents to address concerns, provide support, and offer guidance and resources.
• Work closely with the Manager on contact centre initiatives and provide leadership support to the team.
• Actively participate in team meetings and workshops to contribute to team goals and development.
• Client Interaction & Support:
• Manage client interactions across all channels (phone, email, chat, in-person) from initial contact to resolution, ensuring efficiency and effectiveness.
• Assist clients with account monitoring, management, and inquiries via various communication methods, leveraging comprehensive knowledge of Questrade products and services.
• Provide technical support to clients on Questrade's trading platforms, utilizing up-to-date knowledge of relevant procedures.
• Resolve client issues professionally, escalating complex matters as necessary, while adhering to Questrade's policies and procedures.
• Knowledge & Compliance:
  
  

Maintain up-to-date knowledge of Questrade's products, services, programs, policies, and procedures to effectively support both clients and the team

So are YOU our next Team Lead, Client Services? You are if you…

• College or university degree in related field
• 1-2 years experience in service related or financial services industry
• 6 months-1 year leadership experience
• 6 months-1 year contact centre experience
  
  

Additional Kudos If You…

• Knowledge of the Canadian financial markets
• Completion of the Canadian Securities Course
  
  

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.