Bilingual Client Experience Advisor

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

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.