Senior Specialist, Account Management

Questrade Financial Group; Toronto; Hybrid; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Health & wellbeing resources

Paid time off

Competitive pay

Hybrid work

Career growth

Community involvement

Inclusive culture

Job summary

Questrade Financial Group is seeking a Senior Specialist Account Management to own premium client journeys, manage high-value interactions, and coordinate cross-functional support across Trade Desk, risk, and back office. You will drive first-contact resolution and proactive issue resolution for Signature and Reserve clients.

The role emphasizes mentorship, collaboration, and continual improvement of procedures, with a focus on client-centric service and robust account governance within a hybrid

Qualifications

• 2+ years of industry or contact centre experience.
• Post-secondary degree or diploma in a related field.
• Certifications (Asset): CSC, CPH (Conduct and Practices Handbook)
• Ability to maintain high morale during organizational transitions, customer centric

Responsibilities

• Premium Client Ownership: Serves as the dedicated, high-touch point of contact for our highest-value Signature and Reserve clients.
• Adaptable Client Support: Strong context-switching to manage premium inbound calls and complex outbound communications.
• FCR & De-escalation Focus: Resolving inquiries on the first interaction to drive client satisfaction.
• Technical Authority: Acts as a specialized owner of the client journey for sophisticated asset classes.
• Proactive Advocacy: Contributes to evolution of pod procedures and platform improvements.
• Premium & Outbound Support: Manage inbound inquiries and execute complex outbound campaigns.
• Inquiry Ownership: Take full responsibility for complex discrepancies and account processes.
• Pod Leadership & Mentorship: Lead peers, model behaviors, and encourage development.
• Proactive Procedure Improvement: Analyze feedback to propose improvements.
• Collaboration: Communicate with back office and technology support for issue resolution.
• Continuous Improvement and Development: Support newer staff and participate in coaching.

Skills

Premium client ownership

Context switching

First contact resolution

Account management

Outbound communications

Education

Post-secondary degree or diploma in a related field

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 Senior Specialist Account Management. Could It Be You?

The Senior Account Management Specialist is a high-tier subject matter expert embedded within the Account Management Pod, dedicated to achieving First Contact Resolution (FCR) for specialized trade-related inquiries and managing our most complex, high-value interactions. The senior specialist must expertly toggle between premium inbound support, and outbound communications. This requires strong context-switching skills to guarantee that our clients receive immediate, dedicated support the moment they need it. 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:

• Premium Client Ownership: Serves as the dedicated, high-touch point of contact for our highest-value Signature and Reserve clients, moving away from traditional "triage and transfer" workflows.

• Adaptable Client Support: Requires strong context-switching skills to manage a dynamic mix of premium inbound calls and complex outbound communications. Ensures high-value clients receive dedicated, uninterrupted support by expertly adapting to the unique requirements of each incoming interaction.

• FCR & De-escalation Focus: Dedicated to resolving all inquiries on the first interaction to drive world-class client satisfaction and protect client retention.

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

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

• Premium & Outbound Support: Manage inbound inquiries from Signature and Reserve clients, and execute complex outbound communication campaigns to proactively resolve account issues.

• Inquiry Ownership: Take full responsibility for complex discrepancies, account processes, and disputes

• Pod Leadership & Mentorship: Acts as a leader among peers who consistently champions change, adaptability, and client-centricity. Guides the broader team by modeling ideal behaviors, sharing strategic approaches to complex problems, and encouraging continuous development.

• Proactive Procedure Improvement & Feedback Reporting: Analyze client feedback, sentiment, and recurring pain points to propose actionable new solutions and procedural improvements for the pod and management to drive future-state support enhancements.

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

Client Interaction Management:

• Manage client interactions efficiently and effectively, from initial contact to resolution, across multiple channels (phone, email, chat)

• Accurately record, sort and track problems and the resolution steps taken

• Investigate client queries and respond accordingly while maintaining exceptional levels of client service.

Account Management Scope :

• Facilitate the opening of new accounts, ensuring all documentation is accurate and regulatory requirements are met.

• Address client inquiries regarding service fees, transaction costs, and billing cycles. Provide transparent explanations of pricing structures

• Manage the addition and modification of beneficiaries and authorized traders on client accounts.

• Handle currency settlement requests, Questrade Plus subscriptions and letter requests

• Provide guidance to clients with generic tax related inquiries

• Process profile updates, including contact information changes and legal name updates, maintaining data integrity.

• Assist clients with login issues, multi-factor authentication, and account security protocols to ensure uninterrupted access.

Document Review and Processing

• Review incoming client paperwork and forms within the required SLA for completeness, accuracy, and adherence to regulatory requirements (e.g., signatures, required documentation).

• Maintain organized electronic documentation and audit trails for all processed requests.

• Adhere strictly to anti-money laundering (AML), Know Your Customer (KYC), and other regulatory procedures during account maintenance and servicing activities.

• Remain current on all internal policies and industry regulations pertaining to account administration and client data privacy

Inquiry Ownership

• Consult internal knowledge bases and resources to resolve client issues

• Identify and upscale complex issues and potential problems in a timely manner

• Proactively contact clients to resolve account issues or provide follow-up

Proactive Procedure Improvement:

• Proactively report platform issues, recurring pain points and client sentiment to management to drive future-state support enhancements.

Collaboration:

• Communicate with relevant stakeholders (back office and technology support, etc ) to ensure the successful resolution of client issues.

Continuous Improvement and Development:

• Assist newer staff members in building their knowledge, productivity and quality skills

• Provide regular reporting on client interaction trends and identify opportunities for improvement

• Participate in 1:1 coaching, team meetings, and professional development workshops

• Keep up to date on all changes to Questrade products and services

So are YOU our next Senior Specialist Account Management? You are if you have…

• Experience: 2+ years of industry or contact centre experience

• Education: Post-secondary degree or diploma in a related field.

• Certifications (Asset): CSC, CPH (Conduct and Practices Handbook)

• Skills: Ability to maintain high morale during organizational transitions, attention to detail and customer centric

Compensation Information:

• Base salary range: $50,000 - $55,000

• 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.