Advisor & Client Support Specialist (English/French)

Position Overview

The Advisor & Client Support Specialist is a front-line service professional focused on delivering accurate, efficient, and client-minded bilingual support to Advisors, advisor teams, and end clients. This role supports day-to-day service delivery by resolving standard inquiries, guiding users through established tools and processes, documenting and triaging issues thoughtfully, and escalating more complex or service-impacting matters through the appropriate channels

This is an existing vacancy.

Duties and Responsibilities

• Deliver responsive, professional support to Advisors, advisor teams, and end clients across Richardson Wealth’s client-facing systems and digital service channels.
• Respond to inbound phone and email inquiries with care, accuracy, and attention to detail, ensuring users receive clear guidance and timely support for standard service matters.
• Assist users with access, navigation, functionality, troubleshooting, service inquiries, and process-related questions, helping them use digital tools with greater confidence.
• Apply established procedures and service standards to assess inquiries, resolve routine issues, and determine when additional support or escalation is required.
• Document inquiries, actions taken, key details, and follow-up requirements clearly and accurately to support effective issue tracking, continuity, and service reporting.
• Triage more complex, sensitive, or service-impacting matters by gathering relevant information and escalating through the appropriate senior specialist, internal partner, or technology support channel.
• Provide practical guidance to Advisors and advisor teams on the use of client-facing tools that support practice efficiency, client engagement, and consistent service delivery.
• Maintain a strong service presence in a high-volume support environment by managing daily priorities, remaining composed under pressure, and delivering a consistent experience across phone and email channels.
• Collaborate with senior specialists, the Team Leader, internal partners, and Advisors to clarify support needs, provide timely updates, and help move inquiries toward resolution.
• Build knowledge of Richardson Wealth’s digital tools, service processes, escalation paths, and Advisor/client support standards as part of ongoing development toward more advanced specialist responsibilities.
• Demonstrate professionalism, empathy, discretion, accountability, and a client-minded approach in every interaction.

Qualifications

• Experience in a call centre, contact centre, help desk, client service, advisor support, retail service, banking, brokerage, wealth management, or other high-volume service environment.
• Strong ability to support callers by listening carefully, asking clear questions, identifying the issue, and guiding users step-by-step through system navigation, access, functionality, and process-related questions.
• Comfort supporting client-facing systems, digital platforms, online access, user navigation, troubleshooting, service inquiries, and technology-enabled service channels.
• Strong computer skills, including Microsoft Windows, Excel, Word, Outlook, and the ability to quickly learn, navigate, and explain internal systems and digital tools.
• Clear, professional written and verbal communication skills, with the ability to explain technical or process information in simple, user-friendly language.
• Ability to manage inbound phone and email volumes, remain composed under pressure, follow established procedures, and deliver consistent service within defined service expectations.
• Sound judgment to resolve standard service matters independently and recognize when an issue should be escalated to a senior specialist, internal partner, or technology support team.
• Proficiency in French highly advantageous 
• Minimum 1–2 years of related service experience is preferred; experience in an IIROC/CIRO-regulated environment is an asset.

The expected annualized base salary range for this role is $60,000-$70,000 annually.The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, and the consideration of internal equity. 
Richardson offers a competitive total rewards package in addition to the base pay, which includes a performance-based incentive plan, comprehensive health & dental benefits, a group RRSP matching plan and paid time off.