Bilingual Client Services Specialist - Mortgages

Questrade Financial Group•Toronto, ON

1d•Hybrid

About The Position

Questrade Financial Group (QFG) is seeking a Bilingual Client Services Specialist - Mortgages to provide support to customers regarding residential mortgages. The specialist will handle inquiries through various communication channels, manage service-related issues, and identify cross-selling opportunities. This role involves collaborating with underwriting teams, conducting calls for mortgage operations, and handling post-funding customer requests. The position requires maintaining knowledge of the financial services industry, adhering to AML and privacy policies, and supporting process improvements. The company emphasizes human-centric collaboration, AI-driven innovation, and a diverse, inclusive, and hybrid workplace.

Requirements

Fully bilingual in French and English
Minimum 1 year in Customer Service (Preferably financial and/or call center environments).
University degree in business or related field preferred.
Strong interpersonal and relationship building skills.
Strong attention to detail and able to complete tasks with a high degree of accuracy.
High level of integrity, confidentiality, and accountability.
Sound analytical thinking, planning, prioritizing, and executing skills.
Well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
Solid written and verbal business communication skills.

Nice To Haves

Clear Communicator
Active Listening
Adaptable and Flexible
Problem Solving and Critical Thinking
Technical Proficiency
Time Management and Organization
Conflict Resolution & De-Escalation

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.