About the role
Central Operations VKYC
Experience: 0-3yrs
Job Location: Andheri Mumbai
Work Mode: WFO - 6 days a week
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.
2. 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.
3. Email Communication
• Respond to merchant (Individual/entity) emails regarding KYC status, missing
documents, process steps, and onboarding support.
• Draft accurate, compliant, and professional responses following internal
communication guidelines.
• Ensure timely closure of email/ticket queues within defined SLAs.
4. 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.
5. 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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