Customer Experience Executive – VKYC Audit

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 improvement—leveraging 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 Audit is part of the Customer Experience team at Navi. This role will require you to audit calls of executives taking vKYC calls from customers in real time. The vKYC audit 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.

● Strictly adhere to standard operating procedure and service quality standards. Therefore, you will be required to have the highest level of understanding of the vKYC process, to effectively and accurately audit calls taken by the executives

Must Haves

● 0-2 years of experience or preference in customer support or KYC verification roles.

● Good communication skills with at least 1 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 ability to handle applications.

● Flexible with working hours as per rosters and shifts.

● Must be open to working night shifts (male candidates preferred).