Video KYC Associate - Customer Support

Associate - VKYC, Support

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for:

1. Working on allocated Video KYC cases by Production delivery with accuracy : The responsibility includes direct dealing with potential /existing customers over video call (as per SOPs defined) 
2. Timely execution  of VKYC and manage the Ageing Inventory
3. Diligent execution/decisioning  to ensure strict adherence to the policy guidelines 
4. Driving Process Initiatives and Improvement Ideas within the KYC process

Role Accountability 

1. 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) 
2. 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 
3. Ensure that the benchmark productivity /accuracy & TAT target is met & also support team targets for the same 
4. Ensure prioritization and closure of urgent customer/internal stakeholders emails as well as VKYC referrals 
5. Review the process and proactively identify the gaps &  highlight the same for changes - including communication templates/customer concerns/RCA's
6. Maintain/track process specific responsibilities assigned for any new changes in policies/systems/processes 
7. Ensure nearly zero complaints from internal as well as external customers by ensuring accurate /timely execution of responsibilities 
8. Cater to exceptional requests, escalation, queries and activities as required by the business

Measures of Success 

1. Productivity & Accuracy % ( basis strict adherence to policies/SOPs)
2. Process TAT (Data management TAT etc.)
3. No. of process automation/improvement opportunity identified

Technical Skills / Experience / Certifications

1. Working knowledge on Excel
2. Understanding of basic KYC regulatory compliance framework

Competencies critical to the role

1. Process Orientation
2. Verbal and written communication
3. Detail Orientation
4. Analytical Ability

Qualification 

Graduate in any discipline

Preferred Industry

FSI

Experience Level

Mid Level