KYC Representative I (US)

Work Location:

Hours:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Job 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

Education & Experience:

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

Customer Accountabilities:

• 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

Shareholder Accountabilities:

• Prioritizes and manages own workload to meet KYC Ops requirements for service and productivity
• Understands and applies operating policies and procedures
• Follows internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients
• Escalates non-standard or high risk activities as necessary
• Ensures documentation that is prepared / completed is accurate and properly reflects business intentions and is consistent with relevant rules / regulations
• Completes investigations – reports / escalates risk issues or process gaps identified
• Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency
• Ensures necessary due diligence to support the accuracy of all transactions / activities
• Be knowledgeable of and comply with Bank Code of Conduct

Employee/Team Accountabilities:

• Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/ points of interest
• Supports the team by continuously enhancing knowledge / expertise in own area and participates in knowledge transfer within the team and business unit
• Participates in personal performance management and development activities, including cross training within own team
• Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Contributes to a fair, positive and equitable environment that supports a diverse workforce
• Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally.

Preferred Qualifications:

• Fluent in English and Spanish highly preferred bi-lingual speaking 

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Occasional
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Never
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Never
• Crawling – Never
• Climbing – Never
• Reaching overhead – Never
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

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. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as 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, and reward and recognition. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com.  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.