Role KYC Executive Inbound, Outbound and Email

About the Role The role includes handling inbound and outbound communication, managing email queries, ensuring documentation accuracy, and adhering to regulatory compliance. The executive will play a critical role in enabling smooth, secure, and compliant merchant onboarding.

Responsibilities & Deliverables

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.
- Ability to work in rotational shifts

Location Mumbai

Reporting VKYC Team Lead

📌 Kyc Executive (Mumbai)
🏢 Steersman Talent Acquisition
📍 Mumbai