The Associate role in Video KYC at a Chennai-based company involves reviewing and executing allocated cases related to Video KYC processes. This includes coordinating with sales teams and customers to verify potential and existing customers, ensuring compliance with policies and regulations. Key responsibilities include updating decision files, meeting productivity and accuracy targets, handling urgent emails, and identifying process gaps. The role requires attention to detail, customer support, and the ability to manage exceptional requests or escalations. Ideal for candidates with any degree looking for full-time work in a dynamic environment.
Job Details
Job Role: Associate
Qualification: Any Degree
Salary: Best in Industry
Job Location: Chennai
Employment Type: Full Time
Last Date: Apply ASAP
Job Description
- Review , execute and decision the allocated cases for Video KYC processes : This includes close coordination with the sales team spocs as well as the customer by conducting the Video KYC verification for potential /existing customer base (in line with the process /policy defined) .
- Ensure 100% adherence to the regulations/policy defined for Video KYC process as well as KYC documents ( Officially valid documents -OVD’s)
- Ensure accurate updation of the decisioning files/system for the final decisions on the cases
- Ensure that the benchmark productivity /accuracy & TAT target is met & also support team targets for the same
- Ensure prioritization and closure of urgent customer/internal stakeholders emails as well as VKYC referrals
- Review the process and proactively identify the gaps & highlight the same for changes – including communication templates/customer concerns/RCA’s
- Maintain/track process specific responsibilities assigned for any new changes in policies/systems/processes
- Ensure near zero complaints from internal as well as external customers by ensuring accurate /timely execution of responsibilities
- Cater to exceptional requests, escalation, queries and activities as required by the business
How to Prepare For Associate role at SBI Card ?
1. Understand Video KYC Process
- Research the KYC process: Familiarize yourself with the KYC (Know Your Customer) regulations and guidelines, including the Video KYC process. Understand the importance of verifying customer identities using video calls, and the official documents (OVDs) required for the process.
- Stay updated on regulations: Keep up with any updates to regulations and policies related to KYC. This is crucial for ensuring compliance and understanding any potential changes in procedures.
2. Improve Communication Skills
- Effective Communication: You will be dealing with both internal teams (like sales) and external customers. Practice clear and concise communication, both written and verbal, as you will need to explain KYC requirements to customers during the video verification process.
- Handling escalations: Learn how to professionally handle customer queries and complaints. This includes maintaining a calm and professional demeanor in stressful situations.
3. Technical Proficiency
- Familiarize with Video KYC Tools: You might need to use video conferencing tools or software to verify customer details. Be comfortable with common tools like Zoom, Skype, or specific KYC verification platforms.
- Data Entry & Decisioning Systems: Be proficient in handling systems where you will update customer verification statuses and maintain records. Accuracy is critical, so practice data entry and familiarize yourself with any CRM or case management tools the company uses.
4. Attention to Detail
- Document Verification: Be prepared to review official documents (such as government-issued IDs) for authenticity. Learn how to spot fake or invalid documents to ensure compliance with KYC standards.
- Accuracy & Timeliness: Practice working efficiently while maintaining accuracy. The role demands meeting productivity benchmarks and turnaround times (TAT), so time management is key.
5. Customer Service Skills
- Handling Customer Queries: Learn how to manage different types of customer inquiries related to KYC verification, including dealing with urgent issues. Strong customer service skills will help you manage expectations and improve satisfaction.
- Addressing Complaints: Practice conflict resolution strategies to handle customer complaints effectively and ensure a positive experience.
6. Work on Problem-Solving Abilities
- Identifying Gaps: As part of the job, you’ll be expected to identify potential process gaps. Practice thinking critically about ways to improve processes, whether it’s related to communication, customer verification, or system issues.
- Proactive Solutions: Stay proactive about improving efficiency and supporting team goals. Think of ways to reduce errors and improve decision-making accuracy.
7. Time Management & Prioritization
- Meeting Deadlines: You’ll need to manage your workload effectively to meet deadlines and ensure urgent requests are handled promptly. Learn prioritization techniques to ensure timely resolution of cases, emails, and escalations.
- Multitasking: Expect to juggle several tasks, including handling Video KYC requests, processing documents, and addressing customer issues. Strengthen your ability to multitask without sacrificing quality.
8. Familiarize Yourself with Company Policies
- Internal Processes & Guidelines: Review any internal policies or manuals provided by the company related to the Video KYC role. This includes understanding the escalation protocols, documentation standards, and the specifics of what’s expected for each case.
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