- Perform live video interactions with customers to complete KYC verification
- Verify customer identity through:
- Face match and liveliness checks
- Original document verification (PAN, Aadhaar, etc.)
- Ensure clarity, professionalism, and compliance during the interaction
2.
Customer
Identification & Authentication
- Confirm customer details and
- Validate information against system records and submitted documents
3.
Document
Verification
- Ensure documents shown in video are:
- Original (not photocopies/screens)
- Clear and legible
- Matching the customer profile
- Capture images as per process requirements
- Liveliness & Fraud Prevention Checks
- Perform liveliness checks (e.g., customer movements, verbal confirmations)
- Identify red flags such as:
- Impersonation attempts
- Use of fake/edited documents
- Poor video integrity or suspicious behavior
- Escalate suspicious cases as per AML/fraud protocols
- Compliance & Regulatory Adherence
- Ensure VKYC process adheres to:
- RBI Video KYC guidelines
- AML/KYC policies
- Internal SOPs
- Maintain proper audit trails and recordings
6.
System
Updates & Documentation
- Record outcomes of VKYC sessions in system
- Tag cases as:
- Approved
- Rejected
- Reopen (with reasons)
- Ensure all required data points and images are captured
7.
Customer
Experience
- Provide a qualified and courteous interaction
- Guide customers clearly on:
- Process steps
- Document display requirements
- Handle queries and ensure smooth onboarding experience
8.
Turnaround
Time (TAT) Management
- Complete VKYC sessions within defined SLA timelines
- Ensure quick resolution and minimal customer wait time