Client Services Specialist

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 Client Services Specialist. Could It Be You? 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.   Need more details? Keep reading… In this role, responsibilities include but are not limited to:  Customer Interaction: Handle a high volume of inbound calls related to Questbank accounts, transactions, and product features. Inquiry Resolution: Address general account inquiries, including balance checks, payment processing, interest rates, rewards programs, and statement clarification. Dispute & Complaint Management: Log, investigate, and resolve transaction disputes (e.g., fraudulent charges, billing errors) and formal customer complaints in compliance with regulatory and internal guidelines. Account Servicing: Execute account maintenance tasks such as card activations, lost/stolen card reports, credit limit adjustments, and personal information updates. Compliance & Risk: Ensure all interactions, transactions, and account updates adhere to bank policies, anti-money laundering (AML) protocols, and financial services regulations. Sales & Referral: 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. Documentation: Accurately document all customer interactions, resolution steps, and account changes in the CRM system (Salesforce)   So are YOU our next Client Services Specialist? You are if you… Have 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) Are proficient with basic computer skills, accurate data entry, and have experience using CRM or financial services systems.   Additional kudos if you… Have a College Diploma in Business Administration or a related field   Compensation Information: Base salary range: $45,000 - $50,000 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.   Sounds like you? Click below to apply! #LI-Hybrid #LI-TO1