[Hiring] KYC Representative I @TD

Role Description

The KYC Representative I conducts inbound and outbound calls to collect, verify, and update customer information in accordance with TD’s KYC Policies, Standards, and regulatory obligations. This role supports the full customer lifecycle, including onboarding, periodic reviews, and event-driven updates.

• Primarily Off-Site
• Schedule: Monday-Friday 9:00AM-5:00PM Est.

Depth & Scope:

• Applies specialized knowledge of KYC policies, regulatory requirements, and customer due diligence processes to advise customers and internal partners during onboarding, periodic reviews, and event-driven updates.
• Delivers exceptional inbound and outbound service and advanced understanding of KYC documentation standards, risk indicators, and process flows to manage moderately complex customer profiles and scenarios.
• Gathers and analyzes customer data to identify discrepancies, assess risk, and support resolution of complex or escalated KYC cases.
• Exercises sound judgment when assessing exceptions to standard KYC procedures, escalating appropriately based on risk and policy thresholds.
• Collaborates with team members to coordinate efforts and ensure consistent, timely execution of KYC reviews across the customer lifecycle.
• Contributes to both individual and team performance by supporting shared service level goals and quality standards in a contact center environment.
• Communicates complex or sensitive KYC-related information clearly and professionally, ensuring customer understanding and regulatory alignment.
• Handles confidential customer data with discretion and in accordance with TD’s privacy, security, and compliance standards.

Qualifications

• High School diploma, Undergraduate degree and/or
• 1+ years relevant experience supporting customers in a phone/contact center environment.

Requirements

• Delivers exceptional customer service through inbound and outbound calls related to KYC requirements.
• Collects, verifies, and updates customer information in accordance with TD’s KYC Policies, Standards, and regulatory requirements.
• Ensures all customer records are accurate, complete, and audit-ready to support compliance with AML/Financial Crime Risk Program.
• Uses active listening and curious questioning to identify customer needs and provide clear, tailored guidance.
• Explains KYC processes and documentation requirements in a way that builds trust and reduces friction.
• Supports customers through onboarding, periodic reviews, and event-driven updates across the customer lifecycle.
• Resolves inquiries and issues promptly and effectively, escalating complex or high-risk matters when necessary.
• Offers guidance on digital tools and secure channels for submitting required documentation.
• Identifies opportunities to refer customers to internal partners for additional support or financial solutions.
• Maintains a strong understanding of customer lifecycle needs and how KYC supports broader financial goals.
• Contributes to continuous improvement by sharing customer feedback and identifying process pain points.
• Handles sensitive information with discretion and accuracy in a fast-paced, regulated contact center environment.

Benefits

• Base salary and variable compensation/incentive awards.
• Health and well-being benefits.
• Savings and retirement programs.
• Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO).
• Banking benefits and discounts.
• Career development opportunities.
• Reward and recognition programs.

Company Description

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience.