Trade Support Specialist

Questrade Financial Group; Toronto; Hybrid; CAD 43,000 - 45,000; Full time

Benefits offered by this job

Health & wellbeing resources

Paid vacation

Competitive compensation and benefits

Hybrid work environment (3 days in the

Office

Career growth opportunities

Community involvement

Job summary

Questrade Financial Group seeks a Trade Support Specialist to drive first-contact resolution for technical trade inquiries and own the full client journey for complex issues. The role emphasizes accountability with the mantra “You touch it, you own it,” and requires strong collaboration across desks to resolve inquiries efficiently.

Ideal candidates have at least 1 year in financial services support, a related degree, and excellent communication skills.

Qualifications

• Minimum 1 year of related work experience in a financial services contact center.
• Excellent written and verbal communication skills.
• Extreme attention to detail and a solution-focused mindset.

Responsibilities

• Ownership-Driven Support: Primary contact for complex trade topics.
• FCR Focus: Resolve inquiries on the first interaction.
• Technical Authority: Own client journey for sophisticated asset classes and platform mechanics.
• Proactive Advocacy: Suggest improvements to pod procedures and platforms.
• Trade Inquiry Resolution: Handle inquiries about equities, options, FX, shorting, precious metals, and negative balances.
• Platform Troubleshooting: Reproduce issues related to trade routing and order flow.
• Inquiry Ownership: Manage complex account financials including P&L discrepancies and dividends.
• Proactive Procedure Improvement: Propose new solutions based on client feedback.
• Feedback Reporting: Report platform issues and client sentiment to management.
• Collaboration: Communicate with Trade Desk, risk, back office, and technology support.

Skills

Financial services experience

Excellent communication

Attention to detail

Problem-solving mindset

Education

Post-secondary degree or diploma

Job description

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure. At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work. Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

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 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.

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 Trade Support Specialist? You are if you…

• 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 excellent written and verbal communication skills.
• 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: $43,000 - $45,000
• 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.

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.