Questrade Financial Group (QFG) is a forward-thinking financial services company that provides innovative solutions in consumer lending and banking. They are seeking a Bilingual Account Specialist to deliver exceptional service to customers, manage disputes, and enhance client relationships while achieving financial targets. This role requires effective communication and problem-solving skills to ensure customer satisfaction and loyalty.
Responsibilities
- You will work with our customers to determine the appropriate repayment options
- Accurately document each call in the system according to notation guidelines and update account information
- Use effective communication skills to ensure a balance between the customers experience and the Company's interests in accordance with our standards and policies
- Support the achievement of assigned financial targets and KPIs results through effective problem identification and resolution of client accounts
- You will continue to maintain a high level of product and procedural knowledge in order to provide professional, courteous financial counseling to affect optimal recoveries
- Identify and/or support initiatives to enhance client's collections experience
Skills
- You have at least 6 months of call centre experience, preferably in a collection's environment
- An understanding of credit cards and how billing cycles work
- Excellent oral and written communication skills
- You have a knack for managing customer concerns, settling disputes, and resolving customer discrepancies and creating deep relationships to help avoid future issues
- You have the willingness and desire to learn from the best in the industry and apply your learnings to support your customers throughout the customer lifecycle
- You can work in a quiet, private place in your home where you can work without background noise (trust us, you'll appreciate the quiet)
- Ability to hardwire (Ethernet) your company provided equipment directly to your home router
- You must be able to work full-time based on their assigned shift, including having the flexibility and willingness to work rotational shifts based on business needs and special circumstances
- Strong knowledge of PCs, and proficiency in MS Word, Excel, and Outlook are an asset
- Flexibility to work in a fast-paced, changing environment with tight deadlines
- Have experience in the financial services industry
- Are Bilingual - written and verbal fluency in English and French
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 http://www.questrade.com.