Partner Experience Officer

Partner Experience Officer

2350 Matheson Blvd E, Mississauga, ON L4W 5G9, Canada Req #2777 Monday, June 17, 2024 Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence.

You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits.

If you share the same sense of infinite possibility, come shape your future at Questrade.

We’re looking for our next Partner Experience Officer. Could it be you?

Community Trust Company (CTC) is a member of the Questrade Group of Companies (QFG), which currently includes Questrade Inc.

QuestEnterprise, Questrade Wealth Management Inc., CTC, Think!nsure Ltd., and Zolo Ventures Ltd.

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
• Hybrid and flexible work arrangements
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

What’s it like working as a Partner Experience Officer at Community Trust Company?

The Partner Experience Officer (PEO) is responsible for supporting partner and broker relationships through being responsive, educated, and attentive to client needs, ultimately improving partner experience.

The PEO will be required to provide support to Broker partners as it relates to residential mortgages. The PEO will respond to multiple communication channels (Email, Call, Portal, Chat, etc.

to ensure partners receive timely turnaround and effective resolution management. PEO’s will respond to and action service-related inquiries, and triage other inquiries and related items.

The PEO will also uncover and identify other opportunities to cross-sell CTC and related products.

Need more details? Keep reading...

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

• Provide exceptional customer service from first interaction to resolution focusing on the broker experience to build meaningful relationships.
• Communicate professionally and effectively, both verbally and written with partners and brokers regarding Residential mortgage accounts.
• Be fluent and knowledgeable with all accounts including cross-selling opportunities.
• Collaborate with the Residential Underwriting teams to ensure broker and partner requests are actioned as required.
• Conduct outbound / inbound calls and case management to support the Residential Underwriting teams. This can include application follow-ups, documentation follow-ups and other calls as required.
• Monitor and action emails in the department’s email inbox within the established service standards.
• Fact-find effectively to establish the brokers needs and future aspirations.
• Maintain knowledge of the financial services industry, competition, trends and market conditions.
• Provide support and / or recommendations for process improvements to Managers, as appropriate.
• Follow all AML policies and procedures with client accounts with an emphasis on Know Your Client rules.
• Comply with CTC’s policies regarding the privacy of information.
• Pro-actively identify actual and potential violations of AML regulatory requirements, internal policies and procedures or other AML / ATF risk situations at an early stage.

Conduct appropriate inquiries and investigations in relation to any such situation and ensure that corrective actions and / or risk mitigation actions are implemented in a timely manner or escalated appropriately.

• Adhere to compliance and operational risk controls in accordance with company’s policies and procedures.
• Support other team functions, as necessary.

So are YOU our next Partner Experience Officer? You are if you

• Minimum 1 year in Customer Service (Preferably financial and / or call center environments).
• University degree in business or related field preferred.
• Strong interpersonal and relationship building skills.
• Strong attention to detail and able to complete tasks with a high degree of accuracy.
• High level of integrity, confidentiality, and accountability.
• Sound analytical thinking, planning, prioritizing, and executing skills.
• A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
• Solid written and verbal business communication skills.
30+ days ago