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Questrade Financial Group

Bilingual Trade Support Specialist (English & Mandarin)

Toronto, ON, Canada

Base salary: $45,000 - $47,000

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Job details

Pay: Base salary: $45,000 - $47,000
Experience: Have minimum 1 year of related work experience in a financial services contact center.
Posting language: English
Posted: Oct 27, 2026

Original 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 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.

Sounds like you? Click below to apply!

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.

Apply About employer

More about this job

Responsibilities

The Trade Support Specialist acts as a subject matter expert to resolve complex trade-related inquiries and own the entire client journey. They are responsible for troubleshooting platform issues, managing account financials, and collaborating with internal teams to drive service improvements.

Requirements

Candidates must have at least one year of experience in a financial services contact center and possess excellent written and verbal communication skills in English and Mandarin. A post-secondary degree or diploma in a related field is required, with preference given to those holding CSC or DFOL certifications.

Skills

Bilingual
Mandarin
English
Financial services
Trade support
First contact resolution
Client journey management
Technical troubleshooting
Equities
Options
FX
Shorting
Precious metals
Account financials
Communication skills
Problem-solving

Benefits

Health and wellbeing resources
Paid vacation
Personal days
Sick days
Competitive compensation
Benefits packages
Incentive bonus program

Visa sponsorship

Not detected in the job text

Keywords

Trade Support
Financial Services
Fintech
Equities
Options
FX
Shorting
Precious Metals
P&L Discrepancies
Corporate Actions
Dividends
Journaling
Trade Routing
Order Flow
Trading Platforms
CSC
DFOL
First Contact Resolution
Client Satisfaction
AI-driven innovation
Hybrid Workplace
Customer Experience
Risk Management
Back Office
Technical Support

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