Advisor & Client Support Specialist (English/French)

Richardson Wealth Limited; Toronto; Hybrid; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Performance-based incentive plan

health & dental benefits

group RRSP matching plan

paid time off

Job summary

Richardson Wealth Limited is seeking a bilingual Advisor & Client Support Specialist to deliver accurate, efficient client-focused support to Advisors, advisor teams, and clients across Richardson Wealth’s digital channels.

You will respond to inquiries, guide users through tools, document issues, and escalate complex matters to senior specialists while maintaining professionalism and a client-minded approach.

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.

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.

Skills

Call center experience

Customer service excellence

Bilingual support

Clear communication

Problem solving

Tools

Microsoft Windows

Excel

Word

Outlook

Job description

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.