Associate I - Contact Centre

Designation: Associate I (FASTag / VKYC / Operations)

Experience: Fresher to 1 Year

Who Are We?

M2P Fintech is a leading Banking Technology Platform, shaping the future of digital finance. Established in 2014 and headquartered in Chennai, we have a strong footprint across 30+ countries in Asia-Pacific, the Middle East & Africa (MEA), and Oceania.

At the forefront of next gen fintech, we drive innovation in banking, lending, and payments infrastructure. Powering global fintech transactions, our comprehensive technology stack enables seamless banking solutions, lending platforms, Buy Now Pay Later (BNPL) services, customized credit cards, prepaid cards, and more.

About the Role

The role involves handling customer support activities related to FASTag services, VKYC processes, and operations. Responsibilities include managing customer interactions, conducting KYC verifications, resolving service-related issues, and ensuring adherence to process and compliance requirements.

What Will You Do in This Role

• Handle inbound customer calls, WhatsApp queries, and email support activities.
• Provide customer support for FASTag services, service requests, transaction-related queries, and issue resolution within defined TAT.
• Conduct ODR calling, arbitration calling, customer follow-ups, and stakeholder coordination to ensure timely case resolution.
• Perform Video KYC (VKYC), Digital KYC (DKYC), and CKYC verification processes as per regulatory guidelines.
• Verify customer documents, identity, and compliance requirements with accuracy.
• Handle customer interactions professionally and ensure a seamless onboarding and service experience.
• Manage escalations effectively and coordinate with internal teams for query resolution and case closure.
• Maintain accurate records, MIS updates, process documentation, and audit readiness.
• Adhere to quality standards, process compliance, shift schedules, and business continuity requirements.
• Support Tag Bazaar and other operational activities as assigned.

Preferred Languages

• Hindi (Mandatory)
• Kannada (Preferred)
• Telugu (Preferred)