Bilingual Client Sales & Services Specialist; Mandarin​/English

Bilingual Sales & Client Services Specialist (Mandarin/English)

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

At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward‑thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting‑edge solutions that delight and serve our customers.

Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences.

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.

• 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

The Bilingual Client Services Specialist (English/Mandarin) is responsible for addressing a wide range of client inquiries related to their Questrade accounts. This includes resolving account and transaction issues, providing in‑depth product knowledge, delivering technical support, and efficiently triaging complex matters. They also proactively contact clients to address account issues or provide follow‑up. This role requires flexibility to work rotating shifts, including early mornings, evenings, and weekends, with potential for overtime.

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

• Manage client interactions efficiently and effectively, from initial contact to resolution, across multiple channels (phone, email, chat, in‑person)
• Create service tasks and accurately record, sort and track problems and the resolution steps taken

• Consult internal knowledge bases and resources to resolve client issues
• Reproduce and troubleshoot technical issues for Questrade products, including issues with connectivity, trade routing or order flow
• Quickly identify hardware, operating system and networking issues during client interactions
• Identify and elevate complex issues and potential problems in a timely manner
• Proactively contact clients to resolve account issues or provide follow‑up

• Become a subject matter expert for Questrade products, services, policies, and procedures
• Educate and support clients on Questrade’s various trading platforms
• Help update knowledge base by identifying and reporting issues
• Present value‑added solutions, including products, tools, and resources, to meet client needs

• Assist newer staff members in building…