Client Delivery Associate providing personalized banking support and resolving complex service issues for BMO. Building trusted client relationships while improving service operations and ensuring regulatory compliance.
About the role
- Private Lending Associate role focusing on supporting Advisors in Manulife Bank’s Specialized Lending Solutions. Assisting with documentation, case support, and relationship management with clients.
Responsibilities
- Serve as a primary point of contact for Advisors on ALOC+ lending solutions, assisting with case setup, documentation, and follow-ups
- Work directly with Advisors and their clients to support the completion of lending applications, disclosure documents, and supporting materials
- Review applications and documentation to ensure files are in good order prior to submission, proactively identifying gaps or deficiencies
- Educate Advisors and their administrative staff on processes, forms, timelines, and requirements related to ALOC+ solutions
- Respond to Advisor and client inquiries promptly and professionally
- Provide lending case support to Regional Directors, Specialized Lending (RDS) on larger, more complex Specialized Lending (SL) cases
- Coordinate with internal partners (Underwriting, Credit, Operations, Fulfillment) to ensure smooth progression of approved cases
- Maintain accurate tracking, documentation, and status updates for all active files
- Support escalations and service issues, helping to resolve concerns efficiently while maintaining strong Advisor relationships
- Participate in regular touchpoints with RDS partners to align on case priorities and territory support
- Set up and administer new lending and deposit business by processing financial transactions accurately and efficiently
- Ensure the quality, completeness, and security of lending files in accordance with audit, compliance, and regulatory standards
- Maintain accurate records for reporting, tracking, and compliance purposes
- Identify opportunities for process improvements, efficiencies, and enhancements to improve the Advisor and client experience
- Maintain strict confidentiality and security over all bank records and client information
- Adhere to all internal policies, procedures, and best practices, including AML, KYC, and KYA requirements
- Complete required training and remain current on product, system, and process updates
- Collaborate and share best practices with teammates across Specialized Lending and broader Manulife Bank teams
- Participate in team meetings, planning sessions, and ongoing improvement initiatives
Requirements
- Post-secondary education or equivalent industry experience
- Minimum 3–5 years of experience in banking, lending, or financial services
- Strong understanding of lending administration, documentation, and client service
- Excellent organizational skills with strong attention to detail
- Proven ability to manage multiple files and priorities simultaneously
- Experience supporting secured lending or specialized lending solutions (preferred)
- Familiarity with advisor-supported distribution models (preferred)
- Proficiency with Microsoft Office (Excel, Word, PowerPoint) and Salesforce (preferred)
- Bilingualism (English and French) is an asset
Benefits
- Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Various retirement savings plans including pension and a global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Generous paid time off including holidays, vacation, personal, and sick days
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