Operations Associate, VKYC

Job Description

Role: Advisor
Title: Operations Associate, VKYC
Location: Bangalore
Reporting to: Assistant Manager, VKYC

About the Role:
We are seeking specialists to join our VKYC Team. As a Video KYC (VKYC) Specialist, your primary responsibility will be to conduct video KYC sessions with customers, focusing on enhancing their experience. In this role, you’ll support the completion of Video KYC processes with integrity and a customer-first approach.

Responsibilities:

• Act with integrity and prioritize the customer experience in every interaction.
• Handle cases involving video calls for KYC verification.
• Follow established guidelines and processes for VKYC.
• Build customer trust through effective interactions.
• Achieve hourly and daily productivity goals.
• Use internal processes and resources to resolve cases efficiently.
• Recommend improvements to enhance process efficiency.

Ideal Candidate Profile:

• Excellent written and verbal communication skills.
• Strong learning agility.
• Active listening skills and the ability to handle objections.
• Customer-oriented with the adaptability to manage various scenarios.
• A collaborative team player who is receptive to feedback.
• Capable of multitasking, prioritizing, and effective time management.
• Proficiency in English and Hindi is required.
• Graduation (10+2+3) is mandatory.
• 0 – 1 year of experience in a customer-facing role.
• Multilingual abilities in South Indian languages (spoken and written) are preferred.

Work Schedule:

• 6-day work week
• Rotational week off

PhonePe Full-Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits: Medical, Critical Illness, Accidental, and Life Insurance.
• Wellness Program: Employee Assistance Program, Onsite Medical Center, and Emergency Support System.
• Parental Support: Maternity, Paternity, Adoption Assistance, and Day-care Support Programs.
• Mobility Benefits: Relocation support, Transfer Support Policy, and Travel Policy.
• Retirement Benefits: PF Contribution, Flexible PF Contribution, Gratuity, NPS, and Leave Encashment.
• Other Benefits: Higher Education Assistance, Car Lease, and Salary Advance Policy.