Bilingual Client Services Specialist - Mortgages

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