As a Video KYC Officer Retention, you will be responsible for conducting video-based customer identity verifications to support digital onboarding of savings accounts and other banking products. You will ensure that all Know Your Customer (KYC) requirements are met in compliance with RBI regulations, internal policies, and quality standards.
Key Responsibilities
Core Video KYC Tasks
- Conduct live Video KYC sessions with customers to verify identity and documents.
- Verify customer identity documents such as PAN, Aadhaar, signatures, and photograph during the video call.
- Validate all submitted KYC documents for authenticity, completeness and compliance.
Documentation & Record Keeping
- Accurately capture customer information, update systems, and maintain logs of all verification outcomes.
- Ensure all record keeping is done in compliance with regulatory guidelines and audit standards.
Compliance & Quality Assurance
- Maintain strict adherence to RBI KYC and Anti-Money Laundering (AML) regulations.
- Follow internal policies, standard operating procedures (SOPs), and quality checks consistently.
- Flag and escalate any suspicious or unusual activity during verification sessions.
Customer Service & Communication
- Provide exceptional service and a smooth customer experience during video calls.
- Address customer queries during the verification process professionally.
- Guide customers on how to present documents, make signatures, and fulfill verification steps.
Reporting & Feedback
- Submit daily/weekly reports on verification cases, completion rates, and compliance issues.
- Provide feedback to supervisors on process improvements or common customer challenges.
Required Qualifications & Skills
- Bachelors degree from a recognized university (any stream).
- Solid communication skills (verbal and written).
- Good understanding of basic banking regulations, AML and KYC norms.
- Comfortable using video conferencing tools and basic computer applications (MS Office, CRM systems).
- High attention to detail and accuracy in document verification.
Preferred Attributes
- Prior experience in banking, customer service, or compliance roles.
- Familiarity with digital onboarding and remote verification processes.
- Ability to work under performance metrics and productivity targets.
Typical Performance Indicators
- Accuracy of KYC validations
- Turnaround time for video KYC completions
- Compliance adherence and audit results
- Customer feedback ratings