Provides bilingual English/French front-line support to financial advisors, advisor teams, and clients through phone, email, and digital service channels. Resolves routine access, navigation, functionality, and process inquiries; documents interactions; triages complex issues; and escalates matters appropriately. The role requires accurate communication, strong computer skills, empathy, discretion, and the ability to manage high-volume support while learning wealth-management systems and service processes.
About Us:
As a leading Canadian wealth management organization, Richardson Wealth offers the personal touch of a boutique firm while delivering big results. With offices across the country, we are home to some of Canada’s best investment advisors. We’ve embarked on an exciting growth phase – a multi-year transformational journey to enhance our entrepreneurial, high-performing, advisor-centric culture.
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.
- 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.
Why Apply:
Our firm is only as good as the people who work here. Our employees are exceptional because they combine in-depth expertise with enthusiasm, and empathy. From our front office talent to our colleagues behind the scenes, we have one focus: to ensure our people thrive here more than anywhere else. Are you innovative, self-driven, and client-centric?
If so, we’re ready to invest in you.
Richardson Wealth is an equal opportunity employer and committed to providing a diverse, equitable and inclusive environment. We are happy to meet your individual needs in keeping with the Canadian Charter of Rights and Freedoms and the Accessibility for Ontarians with Disabilities Act. Candidates may request accommodation at any point during the interview process.
Richardson Wealth Toronto, Ontario, CAN Office
Toronto, Canada
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