The posting
Position Overview This role sits at the intersection of digital enablement, service excellence, and relationship support - helping ensure clients, advisors, and advisor teams have the confidence, clarity, and support they need to succeed. Advisor & Client Support is a specialized service team dedicated to Richardson Wealth’s internal and client-facing systems, supporting both end clients and the Advisors and advisor teams who serve them. The team delivers responsive, knowledgeable, and proactive assistance across digital service channels, with a focus on clear issue resolution, confident system navigation, user enablement, and a consistent, best-in-class experience for every audience it supports. This is an existing vacancy The Senior Bilingual Advisor & Client Support Specialist is a senior-level service professional and trusted escalation resource for Richardson Wealth Advisors, advisor teams, and end clients requiring support with client-facing systems and digital service channels. This role combines strong bilingual communication, sound judgment, service ownership, and subject matter expertise to manage complex inquiries, resolve service-impacting issues, and guide users through digital tools and processes with clarity and confidence. By providing tailored support to clients, Advisors, and advisor teams, the Specialist helps strengthen service consistency, improve user confidence, support digital adoption, and contribute to an elevated client and Advisor experience. Duties and Responsibilities
In this senior-level role, you will provide best-in-class bilingual support, while taking ownership of more complex inquiries, escalations, service-impacting issues, and cross-functional follow-through related to access, navigation, functionality, troubleshooting, and issue resolution. Manage inbound phone and email inquiries with professionalism, urgency, ownership, and sound judgment, ensuring timely resolution and a strong user experience across standard and more complex service matters. Apply experience in a call centre or high-volume service environment to manage competing priorities, maintain composure under pressure, and deliver consistent, professional support across phone and email channels. Act as a senior service liaison between Advisors, end clients, internal business partners, technology teams, operations, compliance, branch teams, and Head Office to ensure issues are effectively triaged, escalated, tracked, communicated, and resolved.
Deliver bilingual training, coaching, and system guidance to help Advisors, advisor teams and end clients to confidently use digital tools, service platforms, and related processes. Support Advisors and advisor teams in adopting and optimizing client-facing tools that enhance practice efficiency, client engagement, service consistency, and overall delivery of the client experience. Take on senior-level responsibilities related to system enhancements, communication initiatives, process changes, testing support, special projects, and service readiness activities that improve the Advisor and client experience.
Proactively engage with Advisors and internal partners to anticipate support needs, address emerging issues, reinforce service standards, and ensure timely resolution of matters that may impact Advisors, advisor teams, or end clients. Identify recurring service themes, system pain points, escalation trends, and process improvement opportunities, and contribute practical recommendations that strengthen service delivery, operational effectiveness, and user confidence. Model a senior standard of service quality, professionalism, responsiveness, empathy, discretion, and accountability in every interaction, particularly when handling sensitive, complex, or time-sensitive matters. Participate in and contribute to team meetings, service reviews, onboarding, knowledge transfer, service reporting, knowledge sharing, and continuous improvement activities, including supporting colleagues by sharing expertise and reinforcing consistent service practices.
Qualifications
Strong financial services background, preferably in wealth management, brokerage, banking, mutual funds, operations, client service, digital support, or advisor support. Experience supporting client-facing systems, digital platforms, online access, user navigation, troubleshooting, service inquiries, or technology-enabled service channels is strongly preferred. Strong computer skills, including Microsoft Windows, Excel, Word, Outlook, and the ability to quickly learn and support internal platforms and digital tools. Minimum 2-5 years of industry experience, preferably in an IIROC/CIRO-regulated environment, with experience in client service, advisor support, operations, digital support, or retail service delivery. Strong understanding of financial services operations, account processes, technology-enabled service delivery, and the importance of effective Advisor and client experiences. Excellent written and verbal communication skills. Bilingualism in French and English is required and will be tested. Demonstrated leadership, ownership, sound judgment, and a service-first mindset when managing complex or time-sensitive inquiries. Strong training, coaching, and mentoring skills, with the ability to help Advisors, clients, and colleagues understand and confidently use supported systems. Ability to exercise independent judgment, discretion, prioritization, and accountability when supporting escalations, high inquiry volumes, shifting priorities, and matters that may impact the overall service experience. Ability to work flexible shift hours between 8:00 a.m. and 6:00 p.m., Monday to Friday, to support national service coverage. Ability to work in a standard hybrid office/work-from-home environment.
The expected annualized base salary range for this role is $70,000-$80,000. 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.
