VKYC Support Associate Job in Gurgaon at SBI Cards

SBI Card is hiring for the role of Associate - VKYC, Support!

Responsibilities of the Candidate:

• Review, execute, and make decisions on allocated cases for Video KYC processes.
• Coordinate closely with sales team SPOCs and customers for Video KYC verification, adhering to defined processes and policies.
• Ensure 100% compliance with regulations and policies for Video KYC and KYC documentation (Officially Valid Documents - OVDs).
• Accurately update decisioning files/systems with final case decisions.
• Meet benchmark targets for productivity, accuracy, and turnaround time (TAT) while supporting team objectives.
• Prioritize and resolve urgent customer/internal stakeholder emails and VKYC referrals.
• Identify and address gaps in the process proactively, including updates to communication templates, customer concerns, and root cause analyses (RCAs).
• Track and maintain process-specific responsibilities for policy, system, or process changes.
• Minimize complaints from internal and external customers by executing responsibilities accurately and promptly.
• Handle exceptional requests, escalations, queries, and activities as required by the business.

Requirements:

• Strong understanding of KYC and Video KYC processes, including regulations and policies.
• Ability to coordinate effectively with internal teams and customers.
• Attention to detail for accurate updates in decisioning files and systems.
• Strong prioritization skills to manage urgent requests and referrals.
• Proactive problem-solving skills to identify process gaps and propose improvements.
• Excellent communication skills, both verbal and written.
• Ability to meet productivity, accuracy, and TAT benchmarks consistently.
• Customer-focused mindset to ensure high satisfaction levels.
• Flexibility to handle escalations and exceptional requests.
• Familiarity with tracking and adapting to changes in policies and processes.