Senior Inforce Account Support Officer

Manulife • Waterloo, ON

10d • Hybrid

About The Position

The Senior Inforce Account Support Officer plays a critical role in managing the post‑funding lifecycle of complex Specialized Lending products, with a strong emphasis on client retention, advisor partnership, and complex credit structuring. This role is accountable for executing post‑funding amendments, remediations, and restructures while safeguarding the Bank’s security position, policy compliance, and client experience. The incumbent acts as a trusted point of contact for Advisors and clients, leading sensitive conversations, negotiating retention solutions, and navigating complex credit and documentation scenarios. This role also provides flexible operational coverage across New Business and Inforce functions during peak periods, contributing to service continuity and risk mitigation.

Requirements

• Bilingualism (French/English) required
• Strong communication, negotiation, and relationship‑management skills
• Proven analytical ability and sound judgment in complex lending scenarios
• Experience in lending operations, inforce servicing, or specialized financial services environments
• Demonstrated ability to handle sensitive, high‑impact client situations professionally
• Strong understanding of loan documentation, security structures, and banking systems
• Commitment to risk management, regulatory compliance, and service excellence

Responsibilities

• Own end‑to‑end execution of post‑funding amendments, remediations, and restructures across Specialized Lending products (excluding Real Estate).
• Lead complex account restructures, including: Changes to borrower or guarantor structures, Covenant amendments and revisions to security terms, Re‑advances, partial repayments, and restructures driven by changing client circumstances, Estate‑related matters, death claims, and sensitive client situations.
• Assess the credit, security, and operational impact of proposed changes, ensuring the Bank’s security position remains intact before execution.
• Interpret and validate loan, security, and corporate documentation to ensure accuracy and enforceability.
• Partner closely with Credit, Legal, Product, Distribution, and Operations teams to resolve complexity and escalate risk‑based decisions where required.
• Ensure all activity is audit‑ready, well‑documented, and compliant with internal policy, regulatory expectations, and lending standards.
• Act as a primary escalation point for Advisors and clients on post‑funding matters, delivering clear guidance and timely resolution.
• Lead retention‑focused discussions, balancing client needs, advisor relationships, and Bank risk appetite.
• Perform and validate detailed financial calculations related to: Rate concessions and pricing adjustments, Fee reversals or accommodations, Advance requests and account changes.
• Collaborate with Specialized Lending Distribution, Product, and Credit teams to structure viable retention solutions.
• Manage difficult or emotional interactions with professionalism, empathy, and discretion, particularly during financial hardship or estate‑related events.
• Document losses, errors, and concessions in line with delegated authorities and approval frameworks.
• Track and analyze retention activity, identifying trends, successes, and opportunities for improvement.
• Provide surge capacity support to New Business and Inforce teams during periods of increased volume.
• Support resolution of problematic or high‑risk accounts, including preparation for demand or escalation activities when required.
• Ensure timely and accurate processing across banking systems, including AWD documentation, comments, suspensions, and follow‑ups.
• Maintain high standards of data integrity, documentation quality, and turnaround times.
• Safeguard client security and ensure adherence to AML, privacy, and regulatory requirements in all interactions.
• Complete PPLUS and E‑Treasury activities with precision and timeliness.
• Demonstrate strong judgment in escalations involving legal, compliance, or reputational risk.
• Contribute to audit readiness, control effectiveness, and continuous improvement initiatives.
• Contribute to process optimization and digitization initiatives, particularly where complexity or client friction exists.
• Participate actively in training, knowledge sharing, and team forums.
• Support onboarding and informal mentoring through subject‑matter expertise.
• Demonstrate readiness for future growth into senior operational, credit, or leadership roles.

Benefits

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.
• customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• financial education and counseling resources.
• generous paid time off program in Canada includes holidays, vacation, personal, and sick days
• full range of statutory leaves of absence.
• incentive programs and earn incentive compensation tied to business and individual performance.

What This Job Offers

• Career Level: Senior
• Education Level: No Education Listed