Inforce Account Support Officer

7 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**

**Reporting to the Manager, Business and Specialized Lending the roll will**:

- Address complex queries from internal and external clients
- Respond to queries in a timely and accurate manner
- Investigate using various Bank systems
- Escalate to Manager for direction regarding monetary decisions for LOIs (Loss of Indemnity).
- Escalate to Manger for exceptions to processes, security and general terms and conditions of the loan within agreed upon parameters with Management.
- Review and action various deficiency reports
- Review and action discharge reports
- Review and action Loan to value reports
- Review and action team’s inbox
- Review and action Margin call report
- Create and maintain strong working relationships with our internal and external clients striving to exceed customer expectations as measured through our customer surveys and service level agreement results.
- Meet and exceed defined service levels agreements
- Analyze and interpret various loan documents and transactions
- Resolve conflicts where possible or refer to Manager
- Maintain accurate records to meet both compliance and audit requirements
- Primary escalation points for the team for client complaints / concerns
- Support Supervisor in the identification, implementation, and documentation of efficiencies to improve operational effectiveness

**Job Requirements (Knowledge/Skills/Competencies)**:

- Excellent Customer Service Skills
- Comfortable communicating with clients and advisors
- Excellent analytical and problem-solving capabilities
- Strong interpersonal skills
- Excellent written and oral communication skills
- Proven organizational and time management skills
- Excellent attention to detail
- Demonstrated ability to work in high volume, fast paced environment
- Ability to make decisions and be accountable for the decisions
- Make recommendations on cases escalated to Manager
- Excellent PC skills, including Lotus Notes, Word, Excel, PowerPoint
- 2 to 3 years’ experience credit administration or similar
- Knowledge of Banking policies, procedures, and Products
- Knowledge of banking systems is an asset
- Fluent in French is an asset

**Key Problems/Challenges**:

- 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 John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer**

**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

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short

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