Client Services Specialist

Questrade Financial Group•Toronto, ON

9d•Hybrid

About The Position

The Client Service Specialist is a critical front-line role within the Questbank Call Centre team. This position is accountable for providing high-quality, comprehensive support to customers via phone, live chat and email, managing a high volume of complex inbound inquiries. The specialist is expected to resolve account issues, process transactions, handle disputes and complaints, and identify opportunities to deepen the customer relationship by promoting relevant banking solutions. This role leverages customer relationship management (CRM) software and other digital tools to ensure accurate and compliant service. The role works synergistically with AI-powered tools for initial query triage, knowledge base searching, and real-time guidance. The specialist's primary focus remains on complex problem-solving, applying empathy, and exercising professional judgment where automated systems require human intervention.

Requirements

1+ year of experience in a high-volume call centre, customer service, or financial services environment
Can handle a high volume of inbound calls related to Questbank accounts, transactions, and product features.
Can address general account inquiries, including balance checks, payment processing, interest rates, rewards programs, and statement clarification.
Can Log, investigate, and resolve transaction disputes (e.g., fraudulent charges, billing errors) and formal customer complaints in compliance with regulatory and internal guidelines.
Can execute account maintenance tasks such as card activations, lost/stolen card reports, credit limit adjustments, and personal information updates.
Can ensure all interactions, transactions, and account updates adhere to bank policies, anti-money laundering (AML) protocols, and financial services regulations.
Can proactively identify customer needs and cross-sell or refer appropriate banking products and self-service options (e.g., online banking) to support customer financial success and business objectives.
Can accurately document all customer interactions, resolution steps, and account changes in the CRM system (Salesforce)
Proficient with basic computer skills, accurate data entry, and have experience using CRM or financial services systems.

Nice To Haves

College Diploma in Business Administration or a related field

Responsibilities

Handle a high volume of inbound calls related to Questbank accounts, transactions, and product features.
Address general account inquiries, including balance checks, payment processing, interest rates, rewards programs, and statement clarification.
Log, investigate, and resolve transaction disputes (e.g., fraudulent charges, billing errors) and formal customer complaints in compliance with regulatory and internal guidelines.
Execute account maintenance tasks such as card activations, lost/stolen card reports, credit limit adjustments, and personal information updates.
Ensure all interactions, transactions, and account updates adhere to bank policies, anti-money laundering (AML) protocols, and financial services regulations.
Proactively identify customer needs and cross-sell or refer appropriate banking products and self-service options (e.g., online banking) to support customer financial success and business objectives.
Accurately document all customer interactions, resolution steps, and account changes in the CRM system (Salesforce)