Job Information
Manulife Senior Inforce Account Support Officer in Waterloo, Ontario
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.
Position Responsibilities:
Post‑Funding Amendments, Cleanup & Complex Restructures (40%)
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.
Advisor & Client Relationship Management / Retention (30%)
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.
Operational & Cross‑Functional Support (20%)
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.
Quality, Risk & Compliance (5%)
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.
Training, Development & Team Engagement (Ongoing) (5%)
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.
Required Qualifications:
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
When you join our team:
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.
The role being advertised is an existing vacancy.
Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .
Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
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Referenced Salary Location
Waterloo, Ontario
Modalidades de Trabajo
Híbrido
Salary range is expected to be between
$59,100.00 CAD - $98,500.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a hr@manulife.com para conocer el rango salarial correspondiente a tu ubicación.
Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con hr@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.
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