Advisor Service Specialist

100 Queens Quay E, Toronto, ON M5E 1Z2, Canada Req #112
December 15, 2023
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.

Where we’re going: 

We want to be the brand of choice for Canada’s top advisors and their high-net-worth clients. We also have an ambitious growth strategy to triple our Assets under Administration (AUA) to $100 billion by 2025.

To reach our goals, we are making strategic investments in technology, real estate and, most importantly, our people.

Position Overview    

The Advisor Services Specialist ensures a positive service experience for Advisor and Branch teams by providing exceptional support for all operational and digital platform inquiries. They are accountable for designated branch locations and will liaise and maintain relationships between the business, Advisor Service Centre (ASC) and carrying broker. Key responsibilities include responding to service inquiries from Advisor and Branch Teams, managing branch check-ins and actively monitoring open service inquiries to ensure successful resolution, and identifying common themes and recommending solutions to improve experience for designated branches. The Advisor Services Specialist is a first point of contact for incoming support issues and requests across email and phone channels and will engage with ASC team members for support and escalations. 
        
Duties and Responsibilities    

•    Functions as the key contact to respective business units, working closely with the branch management team to manage expectations, resolve issues and follow up with appropriate parties
•    Accountable for service delivery for the branch and maintaining an interactive, supportive and informative branch check in process where both teams are learning from each other
•    Conduct incoming email triage and routing with the ability to quickly understand stakeholder needs from basic questions to complex support 
•    Assign operational and platform requests/queries to appropriate queues and route to the appropriate team and tier
•    Drive continuous improvement by identifying, suggesting and actively participating in process improvements
•    Support level 1 and escalated platform and operational queries 
•    Handle all incoming requests by phone, email or other channels and responds to advisor team questions and issues 
•    Prioritize advisor team inquiries/needs and collaborate with other teams as appropriate to resolve advisor queries and issues 
•    Provide clear, friendly, and encouraging written communication to convey prompt, compassionate, and accurate information
•    Work through potentially complicated and emotionally charged situations with deep empathy and a solution-focused outlook
•    Proactively alert management of escalations or potential service disruptions and assist as needed
•    Ensure necessary due diligence is taken to support the accuracy of all requests and enquiries
•    Understand and apply department operating policies and procedures
        
Qualifications    

•    Strong background in customer service that will be reflected in professional client interaction, ability to build relationships, and quality of service delivered 
•    Team player, displays passion, empathy and an appropriate sense of urgency for servicing clients 
•    Exercises strong decision-making skills and uses sound judgment
•    Experience successfully overseeing and implementing customer experience improvement plans & strategies to ensure customer loyalty
•    Experience establishing and growing relationships with all key stakeholders in the organization
•    An excellent listener with strong communication and conflict resolution skills
•    Ability to work in a fast-paced dynamic environment with multiple stakeholders
•    Ability to work independently with minimal guidance
•    Very thorough and detailed oriented
•    Comfortable with technology and able to explain features to others, with an appreciation for how digital solutions can be used to drive efficiency and effectiveness 

Education & Experience    

•    Minimum 5 years experience in financial services, preferably within brokerage or wealth management in a sales assistant or other front office capacity 
•    Completion of Canadian Securities Course (CSC) preferred
•    Post secondary education in business or a related discipline, or an appropriate combination of education and experience required

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, understanding and energy. 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, customer-focused, and customer-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.
 
We proudly support the Black Opportunity Fund, Pride at Work Canada, and Women’s Executive Network.

Other details

  • Pay Type Salary
Location on Google Maps
  • 100 Queens Quay E, Toronto, ON M5E 1Z2, Canada