AML Demarket Operations Specialist

Job Description

Insight Global is seeking highly organized and driven individuals to join the AML Demarket Team of a top bank in downtown Toronto. This team is a specialized group within the bank responsible for supporting customer exit activities when a client’s risk profile exceeds the bank’s risk threshold. Due to increased demarket volumes and service-level obligations (SLOs), the team is expanding to ensure timely execution of customer exits.

This role is primarily an administrative and customer-facing position. The Demarket Operations Specialist is responsible for executing and documenting customer exit activities across various lines of business. This includes preparing and sending customer correspondence, notifying internal stakeholders, responding to inquiries, and speaking with customers who have been notified of a demarket decision via letters and phone calls.

The successful candidate will handle high volumes of cases, manage sensitive conversations, and maintain accurate documentation across multiple systems.

Day-to-Day Responsibilities Include (but are not limited to):

• Prepare and send advance notices to Lines of Business (LOBs) regarding upcoming demarkets.
• Draft and issue customer letters informing them of demarket decisions.
• Handle incoming responses and objections from LOBs and elevate when required.
• Respond to voicemails from customers and engage in phone calls with customers following demarket notifications; communicate messaging aligned with written correspondence.
• Draft emails, customer communications, and formal letters using Microsoft Word and Excel.
• Document all actions and case updates across various internal systems.
• Respond to inquiries from line of business partners regarding customer exit processes.
• Support the execution of the bank’s recommendation to exit customer relationships where the risk presented is too high for the bank to manage.
• Work independently to manage high case volumes and meet required SLO timelines.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 1+ year of work experience, ideally in a customer service environment (i.e., interacting with customers, responding to customer needs, handling tough situations with customers).
• Proficiency in Microsoft Word, Excel, and Outlook, including formatting letters and drafting correspondence.
• Strong conflict management skills, including an ability to handle pushback and navigate challenging conversations with internal teams and external customers.
• Proven ability to maintain professionalism, manage tone, empathy, and clarity when navigating sensitive conversations.
• Excellent organization skills with the ability to manage a high volume of cases and alerts.
• Ability to work independently while also collaborating with team members.
• Willingness to learn and adapt in a fast-paced environment. Introductory understanding of AML concepts is an asset.
• Previous experience in AML, compliance, financial services, or banking operations is an asset.