Relationship Specialist

Position Overview    
In this role, you will work within a regional group to provide the highest level of engagement with Richardson Wealth Advisors and their teams, focused on assisting them when they need support the most. You will provide dedicated assistance by making tasks easier and more efficient, freeing up capacity time. You will use and grow your procedural knowledge and technical expertise of operational functions for resolutions, understanding the full impact of the end-to-end process on advisor and client experience. 
        
Duties and Responsibilities    
•    Act as quarterback and trusted partner for day-to-day support and overall accountability for service delivery, including leading the development, documentation, and continuous improvement of service-related processes.
•    Earn and maintain trust by ensuring all inquiries are responded to accurately and on a timely basis, demonstrating a high degree of ownership and client-centricity.
•    Troubleshoot issues, identify root causes, and consult with the Manager on action plans to resolve them, demonstrating sound judgment and exercising autonomy when addressing unique or time-sensitive situations.
•    Consult with regional group for complex inquiries and out of the box, applying a strategic mindset to identify and implement the best solutions.
•    Partner with others internal teams to exchange ideas and gain different perspective in tackling new scenarios.
•    Provide a timeline for all investigations keeping RWL advisory teams updated by way of status journey map to meet client expectation.
•    Track all issues coming into region for insights and use findings to refine and manage operational processes.
•    Escalate to Manager any service quality performance gaps/trends against established SLAs.
•    Manage risks by adhering to compliance routines, processes and controls to protect client and RWL Advisors interests.
•    Educate and assist RWL teams with using digital capabilities and advocate STP.
•    Support initiatives aimed at improving and enhancing overall RWL service efficiency.
•    Build strong working relationships by proactively engaging with stakeholders, applying emotional intelligence to understand and navigate diverse motivations and perspectives.
        
Qualifications    
•    Minimum of 5+ years of experience in client service, operations, or business support functions, preferably within the financial services industry. 
•    Experience with issue resolution, service standards, and cross-functional collaboration is an asset.
•    Ability to show empathy when addressing all RWL Advisory team inquiries and help ensure a calm tone is taken to move all matters forward.
•    Committed on helping RWL Advisors achieve goals for their clients.
•    Actively listening to questions and concerns and responding to all inquiries in a way that makes the RWL Advisory feel like they have been heard.  
•    Use problem solving skills to figure out why RWL Advisory team is asking for assistance and sharing with them how this will be fixed.
•    Strong prioritization skills that create balance between short- and long-term needs.
•    Time management that aligns commitments to priorities.
•    Asking for assistance from Manager when a complex or new scenario arises to work collaboratively on next steps.
•    Growth mindset to help expand operational and technical knowledge.
        
Education    
•    Post-secondary education in Business Administration, Finance, or a related field.
•    A college diploma or Bachelor’s degree is preferred.

Nice to have        
•    Experience in a client service, operations, or advisory support role within the financial services industry.
•    Familiarity with CRM platforms, case tracking tools, or service dashboards.
•    Working knowledge of compliance routines and digital service tools.

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