Bilingual Account Specialist

Questrade Financial Group; Toronto; Hybrid; CAD 45,000 - 47,000; Full time

Benefits offered by this job

Comprehensive benefits package

Hybrid work environment

BONUS program

Job summary

Questrade Financial Group in Toronto, Ontario, is seeking a Bilingual Account Specialist, Collections to deliver exceptional service, manage repayment options, and resolve discrepancies while protecting client relationships.

You will document calls, adhere to guidelines, contribute to KPIs, and maintain financial knowledge to provide confident counseling. The role requires English and French fluency, at least 6 months call centre experience, and 2+ years in mortgage administration or collections.

Qualifications

• Fluent in English and French.
• 6 months of call centre experience, preferably in collections.
• 2+ years in mortgage administration or collections in financial services.

Responsibilities

• Determine appropriate repayment options with customers.
• Document each call and update account information per guidelines.
• Use effective communication to balance customer experience with company interests.
• Support achievement of financial targets and KPIs through issue resolution.
• Provide professional financial counseling to aid recoveries.
• Identify initiatives to improve the client collections experience.

Skills

Bilingual English/French

Call centre experience

Mortgage collections experience

Google Suite proficient

Strong communication skills

Tools

Google Suite

PC literacy

Job description

What’s in it for you as an employee of 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

This job posting is for an existing vacancy.

We’re looking for our next Bilingual Account Specialist. Could It Be You?

We are seeking an Account Specialist, Collections to join the team. You will be responsible for providing exceptional service experiences to our customers. You will manage customer concerns, settle disputes, and resolve customer discrepancies all while maintaining and deepening our relationships with customers to maintain client loyalty. The right person will have good judgement, high emotional intelligence, and the ability to problem-solve and influence to find a mutually beneficial solution.

Need more details? Keep reading…

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

• 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.

So are YOU our next Bilingual Account Specialist? You are if you…

• Communicate fluently in both English and French
• Bring at least 6 months of call centre experience, preferably in a collections environment
• Possess a minimum of 2 years of related experience in mortgage administration and/or collections and registered products within the financial services industry or a related role
• Hold an understanding of credit cards and how billing cycles work
• Demonstrate excellent oral and written communication skills
• Excel at managing customer concerns, settling disputes, resolving customer discrepancies, and creating deep relationships to help avoid future issues
• Show the willingness and desire to learn from the best in the industry and apply your learnings to support your customers throughout the customer lifecycle
• Maintain a quiet, private workspace in your home free from background noise
• Can hardwire (Ethernet) your company-provided equipment directly to your home router
• Offer the availability to work full-time based on an assigned shift, including the flexibility and willingness to work rotational shifts based on business needs and special circumstances
• Have strong knowledge of PCs, with proficiency in Google Suite considered an asset
• Thrive in a fast-paced, changing environment with tight deadlines

Compensation Information:

• Base salary range: $45,000 - $47,000
• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

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