Customer Experience (VKYC)

Executive 2 - Customer Experience (VKYC)

Location: Bangalore

About the Team

The Customer Experience team at Navi is at the forefront of delivering a seamless, high-quality support experience across all our products. From handling video KYC (vKYC) to resolving customer grievances and escalations, the team manages every interaction with empathy and efficiency. Using channels like chat, calls, and email, we aim for rapid resolution, high CSAT scores, and continuous process improvementleveraging automation and data insights to scale service quality as we grow.

About the Role

As a VKYC Executive, you will be the first point of contact in the customer verification process. Your role is to conduct secure and seamless video-based KYC (Know Your Customer) calls, ensuring all required customer details are accurately verified as per the standard operating procedures (SOP). This role demands strong communication skills, high levels of attentiveness, and the ability to make quick and accurate decisions during live interactions. You should be proactive, empathetic, and capable of handling customers with patience and professionalism.

What We Expect From You

Video KYC is part of the Customer Experience team at Navi. This role will require you to take vKYC calls from customers in real time. The vKYC call executives are required to do the following:

• Perform real-time customer identification through checks & reviews of KYC documentation on video calls to prevent fraudulent attempts.
• Demonstrate the highest standards of customer service while ensuring that customers are comfortable with the verification process.
• Strictly adhere to standard operating procedure and service quality standards.
• This requires a strong understanding of the vKYC process to ensure calls are handled effectively and accurately.

Must Haves

• 0-2 years of experience or preference in customer support, KYC verification roles.
• Good communication skills in English and Hindi, along with at least one regional language (preferably Telugu, Malayalam, or Tamil).
• Should be proactive, confident, and customer-focused.
• Should have basic knowledge of the internet and Excel.
• Basic computer knowledge and the ability to handle applications.
• Flexible with working hours as per rosters and shifts.
• Must be open to working night shifts (male candidates preferred).