Bilingual Trade Support Specialist (English & Mandarin)

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

Benefits offered by this job

Health benefits

Hybrid work environment

Competitive compensation and bonus

Job summary

Questrade Financial Group in Canada is seeking a bilingual Trade Support Specialist to own the end-to-end client journey for complex trade inquiries. You will be the primary contact, resolving issues on the first interaction and driving world-class client satisfaction.

You will handle inquiries across equities, options, FX, shorting, and platform mechanics, troubleshoot trade routing problems, and work with Trade Desk, risk, back office, and technology teams to implement proactive improvements.

Qualifications

• Excellent bilingual communication in English and Mandarin.
• Minimum 1 year of related work experience in a financial services contact center.
• Post-secondary degree/diploma in a related field.
• Outstanding attention to detail and a solution-focused mindset.

Responsibilities

• Ownership-driven support for complex trade topics, moving beyond triage.
• Resolve inquiries on the first interaction to drive high client satisfaction.
• Act as a technical owner of client journeys for asset classes and platform mechanics.
• Proactively propose procedural improvements based on client feedback.
• Manage and resolve technical inquiries about equities, options, FX, shorting, metals, and balances.
• Troubleshoot and reproduce platform issues related to trade routing and order flow.
• Take full responsibility for account financials, including P&L discrepancies and dividends.
• Collaborate with Trade Desk, risk, back office, and technology support to ensure resolution.

Skills

English

Mandarin

Customer service

Financial services

Education

Post-secondary degree

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 Trade Support Specialist. Could It Be You?

The Trade Support Specialist is a high-tier subject matter expert dedicated to achieving First Contact Resolution (FCR) for specialized trade-related inquiries. By adopting the "You touch it, you own it" mantra, this role eliminates siloed support by empowering the specialist to own the entire client journey for technical trade concerns.

Need more details? Keep reading…

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

• Ownership-Driven Support: Serving as the primary and crucial point of contact for complex trade topics, moving away from traditional "triage and transfer" workflows.

• FCR Focus: Resolving inquiries on the first interaction to drive world-class client satisfaction.

• Technical Authority: Acting as a specialized "owner" of the client journey for sophisticated asset classes and platform mechanics.

• Proactive Advocacy: Serving as a thinker and problem-solver who contributes to the evolution of pod procedures and platform improvements.

• Trade Inquiry Resolution: Managing and resolving technical inquiries regarding equities, options (strategies/assignments), FX, shorting, precious metals, and negative balances.

• Platform Troubleshooting: Troubleshooting and reproducing technical issues exclusively related to trade routing, order flow, and Questrade’s trading platforms.

• Inquiry Ownership: Taking full responsibility for complex account financials, including P&L discrepancies, corporate actions, dividends, and journaling.

• Proactive Procedure Improvement: Analyzing client feedback and recurring pain points to propose new solutions and procedural improvements for the pod.

• Feedback Reporting: Proactively reporting platform issues and client sentiment to management to drive future-state support enhancements.

• Collaboration: Communicating with Trade Desk, risk, back office, and technology support to ensure the successful resolution of client issues.

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

• Have excellent written and verbal communication skills in both English and Mandarin.

• Have minimum 1 year of related work experience in a financial services contact center.

• Have a post-secondary degree or diploma in a related field.

• Have extreme attention to detail and a solution-focused mindset.

Additional kudos if you…

• Have completed the Canadian Securities Course (CSC) and/or Derivatives Fundamentals and Options Licensing (DFOL).

Additional Information…

• The shifts will be scheduled 5 days per week, not exceeding 40 hours in total; however the working hours/days of the week may fluctuate from one week to another.
• The shifts can be scheduled Mondays-Fridays between 7:30 am-8:30 pm (8.5-hour shift) and/or Saturdays & Sundays from 10 am-4 pm (6-hour shift), including statutory holidays.

Compensation Information:

• Base salary: $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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