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About the Role

This role sits at the intersection of digital enablement, service excellence, and relationship support, ensuring clients, advisors, and advisor teams have the confidence, clarity, and support they need to succeed. The Senior Bilingual Advisor & Client Support Specialist is a trusted escalation resource for Richardson Wealth Advisors, advisor teams, and end clients requiring support with client-facing systems and digital service channels.

Responsibilities

Provide best-in-class bilingual support, taking ownership of 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.
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 users 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.
Proactively engage with Advisors and internal partners to anticipate support needs, address emerging issues, reinforce service standards, and ensure timely resolution of matters.
Identify recurring service themes, system pain points, escalation trends, and process improvement opportunities, and contribute practical recommendations.
Model a senior standard of service quality, professionalism, responsiveness, empathy, discretion, and accountability in every interaction.
Participate in and contribute to team meetings, service reviews, onboarding, knowledge transfer, service reporting, knowledge sharing, and continuous improvement activities.

Requirements

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.
Demonstrated leadership, ownership, sound judgment, and a service-first mindset when managing complex or time-sensitive inquiries.
Strong training, coaching, and mentoring skills.
Ability to exercise independent judgment, discretion, prioritization, and accountability.
Ability to work flexible shift hours between 8:00 a.m. and 6:00 p.m., Monday to Friday.
Ability to work in a standard hybrid office/work-from-home environment.

Skills

Bilingualism in French and English
Communication skills
Computer skills
Microsoft Windows
Microsoft Excel
Microsoft Word
Microsoft Outlook
Problem-solving
Customer service
Training
Coaching
Mentoring
Independent judgment
Discretion
Prioritization
Accountability

Location

Canada

Work Type

Hybrid
Full-time

Experience Level

Senior-level
2-5 years

Salary/Compensations

$70,000-$80,000

Benefits

Performance-based incentive plan
Comprehensive health & dental benefits
Group RRSP matching plan
Paid time off

About the Company

Richardson Wealth is a leading Canadian wealth management organization offering the personal touch of a boutique firm with significant results.
The firm has offices across the country and is home to top investment advisors.
Richardson Wealth is undergoing a multi-year transformation to enhance its entrepreneurial, high-performing, advisor-centric culture.

Equal Opportunity

Richardson Wealth is an equal opportunity employer committed to providing a diverse, equitable and inclusive environment.
The firm is committed to meeting 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.