Senior Bilingual Advisor & Client Support Specialist; English​/French

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.

• 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…