KYC Analyst

Job Overview

We are looking for a detail-oriented, customer-focused, and vigilant Video KYC & Customer Support Senior Associate to join our fast-growing operations team. In this role, you will be responsible for leading live identity verification processes (VKYC), detecting fraudulent attempts, ensuring regulatory compliance (RBI guidelines), and delivering exceptional customer support across digital banking and fintech products.

The ideal candidate possesses hands-on experience in digital customer onboarding, strong backend data management skills, and multilingual communication capabilities to interact effectively with a diverse customer base.

Key Responsibilities

Video KYC & Compliance Operations

• Conduct live video interactions with customers to verify identities in strict accordance with RBI compliance and regulatory standards.
• Scrutinize and verify official identity documents (such as PAN and other government-issued IDs) during live sessions to ensure zero-error onboarding accuracy.
• Actively identify, report, and prevent potential fraud or suspicious onboarding attempts through rigorous live detail cross-checks.
• Maintain daily and monthly onboarding quality targets while upholding high accuracy levels in customer data registries.

Customer Support & Service Excellence

• Respond to customer inquiries via digital channels, providing precise, efficient solutions regarding digital banking products, wallets, and credit services.
• Manage and resolve complex customer issues to maintain consistently high CSAT (Customer Satisfaction) scores.
• Act as a bridge between frontline verification and backend operations teams to ensure seamless issue resolution.

Backend & Data Management

• Maintain accurate digital records, complete transcription tasks, and support data entry operations.
• Generate and manage daily operational performance reports using MS Excel for team leads and management.

Key Competencies & Technical Skills

• Technical Proficiency: Hands-on experience with MS Office (MS Excel, Word), CRM software, and standard data entry tools.
• Core Skills: Live document verification, fraud prevention, active listening, and strong email/chat etiquette.
• Soft Skills: Excellent verbal communication, analytical problem-solving, attention to detail, time management, and patience under high-volume workloads.