Senior Inforce Account Support Officer

The Senior Inforce Account Support Officer plays a critical role in managing the postfunding 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 postfunding amendments remediations and restructures while safeguarding the Banks 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:

PostFunding Amendments Cleanup & Complex Restructures (40%)

• Own endtoend execution of postfunding 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

  • Readvances partial repayments and restructures driven by changing client circumstances

  • Estaterelated matters death claims and sensitive client situations

• Assess the credit security and operational impact of proposed changes ensuring the Banks 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 riskbased decisions where required.

• Ensure all activity is auditready welldocumented 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 postfunding matters delivering clear guidance and timely resolution.

• Lead retentionfocused 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 estaterelated 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 & CrossFunctional Support (20%)

• Provide surge capacity support to New Business and Inforce teams during periods of increased volume.

• Support resolution of problematic or highrisk accounts including preparation for demand or escalation activities when required.

• Ensure timely and accurate processing across banking systems including AWD documentation comments suspensions and followups.

• 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 ETreasury 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 subjectmatter expertise.

• Demonstrate readiness for future growth into senior operational credit or leadership roles.

Required Qualifications:

• Bilingualism (French/English) required

• Strong communication negotiation and relationshipmanagement 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 highimpact 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:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit 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 .

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location please contact for the salary range for your location.

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 for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.