Account Support Officer - Reporting and Inforce

Manulife; Waterloo; Hybrid; CAD 50,000 - 85,000; Full time

Job summary

A leading financial services provider is seeking a professional to support high-net-worth clients with account management and operational efficiency. The role offers opportunities for growth in a dynamic environment, emphasizing strong customer service, analytical skills, and collaboration across teams. Candidates will benefit from a hybrid work arrangement and a comprehensive benefits package.

Benefits

Health and dental benefits

Mental health support

Life and AD&D insurance coverage

Retirement savings plans

Paid time off

Qualifications

• 2 to 3 years of experience in reporting or business support.
• Knowledge of banking policies and client relations required.
• Familiarity with banking systems and data analysis.

Responsibilities

• Address client queries using Bank and CRM systems.
• Implement procedures for account management and communication.
• Create and analyze reports to aid decision-making.

Skills

Customer Service

Communication

Analytical Thinking

Problem Solving

Education

2 to 3 years in credit administration or similar field

Tools

Excel

Office 365

PowerBI

Job description

As a trusted partner to advisors, at Manulife Bank, we deliver sophisticated lending solutions and financial strategies that don’t just grow wealth, they amplify it. Built on a foundation of excellence and driven by bold innovation, we empower advisors to deepen relationships, unlock potential, and redefine success for their clients. We’re looking for visionaries who understand where banking is headed; those who can blend the precision of complex financial products with the possibilities of cutting-edge technology. Join us, and be part of a team where banking drives extraordinary outcomes.

This position will play a key role in supporting HNW clients and advisors with the day-to-day management of their BSL accounts. Additionally, will have the opportunity to learn (and contribute to) the security and margin review processes used by BSL. Strong performance here will support this well-regarded and growing segment of Bank lending.

Position Responsibilities:

• Address client queries using Bank and CRM systems.

• Implement procedures for account management and client communication.

• Maintain records and review loan agreements for compliance.

• Support operational efficiency improvements.

• Create and analyze reports to aid decision-making.

• Develop client relationships and handle escalated complaints.

Required Qualifications:

• 2 to 3 years of experience in reporting, credit administration, business support or a similar field.

• Knowledge of banking policies, procedures, and products is required.

• Familiarity with banking systems is an asset.

• Proven experience in a reporting or data analysis role.

• Familiarity with life insurance and non-registered investment accounts

• Excellent customer service and communication skills (written and oral)

Preferred Qualifications:

• Strong analytical, problem-solving, and interpersonal/collaboration skills.

• Proficiency in Excel and the Office 365 suite, including Word and PowerPoint.

• Prior experience with banking systems is a strong asset.

• PowerBI experience, familiarity with Artificial Intelligence tools considered an asset

• Experience with data visualization and presentation

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.

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 https://www.manulife.com/en/about/our-story.html .

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 [e-mail] .

Referenced Salary Location

CAN, Ontario, Waterloo, 500 King Street North

Working Arrangement

Hybrid

Salary range is expected to be between

$50,700.00 CAD - $84,500.00 CAD

If you are applying for this role outside of the primary location, please contact [e-mail] 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 [e-mail] for more information about U.S.-specific paid time off provisions.