Senior Specialist, Account Management

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.