Account Support Officer Jobs

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Working Arrangement

Hybrid

The opportunity

Manulife Bank of Canada is Canada’s 8th largest domestic bank, with assets exceeding $23 billion. The Bank is one of Canadian Division’s fastest growing business units, with an expectation of continued significant growth and expansion

Utilizing strong customer services skills this role is accountable to provide accurate and timely responses to our clients on administratively complex Commercial loan products from inception to discharge. In addition, this role supports Account Managers and prepares/processes all Commercial loan transactions and loan documents within our services standards. This role is required to provide coaching and guidance to junior Account Support officers regarding Commercial Loan inquiries/escalations as well as any inquiries regarding Personal Loans.

As a subject matter expert on the team this role is required to identify training gap opportunities and work flows. In the absence of the department Manger utilizing AWD this role is responsible to audit the team’s work.

The Business and Specialized Lending department is currently looking for a dynamic individual to join their team as Account Support Officer.

Key Accountabilities

Set up and administer new loan business, process related financial transactions

• Prepare security documents for Account Mangers on Commercial Loans
• Support Manager in the identification, implementation and documentation of efficiencies to improve operational effectiveness
• Maintain accurate records to meet both compliance and audit requirements
• Primary escalation contact for the team regarding client’s complaints / concerns
• Take lead on completing missing procedures on KDB
• Identify training gap opportunities, work flow gaps and bring them to Manager’s attention
• Support Senior Resource/Manger in the identification of efficiencies to improve operational effectiveness
• Ensure documents have been received from lawyers/advisors and in good order and follow up on” not in good order” transactions (NIGO)
• Support Manager as a backup in helping to achieve departmental goals
• Utilizing AWD this role is responsible for QC audit of Personal Loans
• Meet and exceed defined service levels agreements and engage Manager if SLA’s are not met
• Distribute tasks and conducts workflow management as dictated by departmental volumes and activity
• Ensure documents have been received from lawyers/advisors and the documents are good order
• Analyze and interpret various loan documents and transactions and be a point of contact for other ASOs on the team
• Set up, advance and administer new loan business, process related financial transactions for Personal Lenders and Account Managers
• Facilitate the smooth set up of new loans on the bank systems
• Resolve conflicts where possible or refer to Business and Specialized Lending Manager

Job Requirement

• 3 to 5 years of experience regarding credit administration
• Excellent knowledge of Banking policies, procedures and products
• Successfully demonstrated ability to work in high volume, fast paced environment
• Make recommendations on cases escalated to Manager
• Excellent PC skills, including Lotus Notes, Word, Excel, PowerPoint
• Ability to make decisions and be accountable for those decisions
• Strong knowledge of banking systems
• Strong knowledge of Banking industry
• Strong knowledge of Security documentation on both Personal and Commercial Lending

Competencies

• Superior Customer Service Skills
• Proven Organizational and time management skills
• Excellent interpersonal skills
• Excellent attention to detail
• Excellent analytical and problem solving skills
• Superior written and oral communication skills
• Coaching/mentoring and influencing

Decision Authorities

• Freedom to act within defined guidelines and processes/practices.
• Has the authority to recommend exceptions and coordinate with the advisor/client/internal depts. to customize a workable solution and make recommendations for management consideration
• Has the authority to manage the dept. workflow

Working Condition

• Handling difficult and sometimes emotionally charged calls to try to balance the needs of the customer and the needs of the business while maintaining the working relationship.
• Managing resources with fluctuating work volumes
• Standard office based job, requires long hours working on a computer and typing.
• Working in a highly sensitive environment handling highly confidential information.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Waterloo, Ontario

Salary range is expected to be between

$48,450.00 CAD - $80,750.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of 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. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.