Account Support Officer

6 days ago

Waterloo, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**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.

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

**Job Requirement**:

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

**Competencies**:

- Superior Customer Service Skills
- Excellent analytical and problem solving skills
- Excellent interpersonal skills
- Superior written and oral communication skills
- Proven Organizational and time management skills
- Excellent attention to detail
- 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**:

- Standard office based job, requires long hours working on a computer and typing.
- 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.
- Working in a highly sensitive environment handling highly confidential information.
- Managing resources with fluctuating work volumes

**About Manulife and John Hancock**

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives bett

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