Central Operations VKYC

Experience: 0-3yrs

Job Location: Andheri Mumbai

Work Mode: WFO - 6 days a week

- Merchant Video KYC; Verification
- Conduct live Video KYC sessions to verify merchant (Individual/entity)

identity, business proof, and authorized signatory details.
- Validate documents as per the process.
- Ensure proper tagging, and documentation of each KYC session in the system.
- Inbound &; Outbound Support
- Handle inbound calls from merchants (Individual/entity) related to VKYC process.
- Make outbound calls for pending document follow-up, Video KYC scheduling,

and verification reminders.
- Provide clear guidance to merchant (Individual/entity) regarding the onboarding and KYC process.
- Email Communication
- Respond to merchant (Individual/entity) emails regarding KYC status, missing documents, process steps, and onboarding support.
- Draft accurate, compliant, and skilled responses following internal communication guidelines.
- Ensure timely closure of email/ticket queues within defined SLAs.
- Compliance & Audit Readiness
- Ensure all verification activities follow RBI, AML, and internal compliance guidelines.




- Maintain accurate logs and audit trails for every KYC conducted.
- Support internal audits and ongoing quality checks.
- Operational Activities
- Update CRM/ticketing systems with call outcomes, KYC status, pending items, and escalations.
- Coordinate with merchant onboarding and internal teams for case resolution.
- Handling Nodal calls and social media escalations.
- Meet daily/weekly productivity and quality targets (KYC count, call handling,

email SLA).

Experience • 1-2 years experience in VKYC process.

- Graduate in any discipline.
- Experience in FinTech / Payment Gateway / Merchant Onboarding / Banking preferred.

Skills • Strong communication skills (verbal and written).
- Good understanding of KYC norms, merchant onboarding, and payment gateway processes.
- Knowledge of PAN, GST, UDYAM, business proofs, and related documents.
- Customer-first attitude with ability to handle merchants professionally.
- Proficiency in MS Office, email drafting, CRM tools.
- Attention to detail and compliance orientation.

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