Senior Inforce Account Support Officer

Job Description

The Senior Inforce Account Support Officer plays a critical role in managing the post‑funding 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 post‑funding amendments, remediations, and restructures while safeguarding the Bank’s 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: Post‑Funding Amendments, Cleanup & Complex Restructures (40%) Own end‑to‑end execution of post‑funding 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 Re‑advances, partial repayments, and restructures driven by changing client circumstances Estate‑related matters, death claims, and sensitive client situations Assess the credit, security, and operational impact of proposed changes, ensuring the Bank’s 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 risk‑based decisions where required. Ensure all activity is audit‑ready , well‑documented, 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 post‑funding matters, delivering clear guidance and timely resolution. Lead retention‑focused 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 estate‑related 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 & Cross‑Functional Support (20%) Provide surge capacity support to New Business and Inforce teams during periods of increased volume. Support resolution of p

Required Skills