Customer Service Representative- AML

Job Title: Banking Customer Service Associate – KYC/AML

Location: Mississauga, Ontario

Work Arrangement: Hybrid – 4 days onsite and 1 day remote

Contract Duration: 6 months, with potential for extension and conversion based on performance and business needs

Schedule: Monday to Friday, 9:00 AM – 5:00 PM

Job Summary

We are seeking an experienced Operations Officer to support banking operations, customer service, and regulatory compliance activities. The ideal candidate will have a strong background in banking, call centre operations, and Know Your Customer (KYC) procedures, with excellent communication, analytical, and organizational skills.

The successful candidate will handle customer inquiries, process operational transactions, maintain accurate documentation, and support Anti-Money Laundering (AML) requirements while ensuring compliance with established policies, procedures, and service-level agreements.

Key Responsibilities

• Provide operational support by processing transactions and performing general and specialized banking activities accurately and efficiently.
• Handle inbound and outbound customer communications, including telephone calls, emails, and written correspondence.
• Respond to customer inquiries and manage requests related to banking operations, KYC, and AML requirements.
• Conduct KYC checks, validate customer information, document findings, and maintain accurate records.
• Review customer documentation and financial information to ensure completeness, accuracy, and compliance with internal policies.
• Investigate discrepancies, identify operational issues, and escalate complex or high-risk cases to the appropriate teams.
• Collaborate with internal departments, compliance teams, and investigation partners to resolve customer concerns and meet regulatory requirements.
• Manage high volumes of work while meeting established service-level agreements (SLAs) and productivity targets.
• Maintain confidentiality when handling sensitive customer information and business correspondence.
• Identify opportunities to improve operational processes, service delivery, and overall efficiency.
• Adapt to changing policies, procedures, and regulatory requirements while maintaining high standards of quality and accuracy.

Required Qualifications

• 5–7 years of experience in banking or a financial institution.
• Previous call centre or customer service experience, preferably within the banking or financial services industry.
• Hands-on experience conducting KYC checks and reviewing customer documentation.
• Strong understanding of banking operations, financial information, and regulatory compliance procedures.
• Proficiency in MS Office 365, particularly Excel, Word, and Outlook.
• Excellent written and verbal communication skills.
• Strong attention to detail and the ability to handle confidential information.
• Excellent analytical, critical-thinking, and problem-solving skills.
• Strong organizational and time-management skills, with the ability to prioritize multiple tasks and meet strict deadlines.
• Ability to work independently and collaboratively in a fast-paced environment.
• Flexibility to adapt to changing business requirements, policies, and procedures.

Preferred Qualifications

• CAMS (Certified Anti-Money Laundering Specialist) certification.
• Experience working with AML-related customer inquiries, investigations, or compliance processes.
• Experience working in a high-volume banking operations or financial services environment.

About Dexian: Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.