Vkyc Officer

**3 - 5 years**:
**Any Graduate**:
**KYC-**:
**3 lkh ~ 4 lkh**:
**Job Name -: Video KYC Officer - Virtual relationship channels**:
**Job Title **:Video KYC-Officer

**Business Unit **:Virtual relationship channels

**Team **:VRM

**Reports to (job) **:VKYC Supervisor

**Location of role**

**Job Fn **:Managing processing VKYC requests

**Role Type**:Junior Management

**No of direct reportees**:25-28

**Travel Required**:No

**Job Band Range:
**JD Created date**:16-05-2020

**JD Updated date **:18-05-2020

**JD approved by (business) **:(

**Version No **:1.0

**Job Purpose**
- Responsible for processing of KYC requests through Video call adhering to Know Your Customer ( KYC ) and Anti-Money Laundering standards as per regulatory guidelines
- Ensure adherence to Operations process aimed at zero defect transaction processing & meeting the Audit & Compliance guidelines

**Job Responsibilities(JR)**:
**Actionable**
- Operations
- Ensure seamless handling of operations across desks ( Maker & Checker) with in stipulated timelines
- Ensure adherence to operations process aimed at zero defect transaction processing & meeting the Audit & Compliance guidelines
- Ensure customers are called out as per stipulated timelines & the processed requested are authenticated with in TAT
- Handling queries of staff on floor and provide resolution.
- Conduct internal checks on a regular basis & share a feedback with staff on time to time.
- Handle 1st level escalations and ensure satisfactory resolution to the grievances
- Review contact attempts versus successful contacts and analyze reasons for noncontactable customers.
- Analyze rejection reasons at all levels
- Staff Management
- Ensure staff availability at all times to carry out seamless operations
- Rostering of staff to be done appropriately to meet timelines
- Ensure that all staff are adequately trained on the products, processes & compliance
- Be aware and make staff at all levels aware of various policies of the Bank & RBI, with regard to Know your customer, Anti-Money laundering, customer service and compliance.
- Monitor productivity and give guidance on improving the same in conjunction with the Line Manager / Unit Head.
- Ensure that nominated staff attends training sessions conducted by HR, without fail.
- Quality Control
- Ensure that team offers highest quality of service to the customers and meets expected Service
- Ensure that all staff are sent for class room training on a regular basis
- Weekly meeting to be carried out with staff for feedback basis call observations done by self & by Checkers
- Ensure both Makers & Checkers are regularly reviewed on their performance and feedback shared regularly
- Need to ensure defect rates are kept under acceptable levels
- Business Achievement
- Ensure team is promoting Digital Banking services & relevant cross sell of products for a superior customer service experience through meaningful conversations
- Ensure team is profiling customers in order to aid

right cross-servicing of Bank products
- Audit and Service Quality
- Ensure all laid down system and process are followed as stipulated by Audit and Senior Management
- Ensure accurate and timely processing & submission of KYC requests
- Adherence to set processes of updating customer interactions
- Monthly / Periodic Verification of Auditable items to be carried out

**Educational Qualifications**

**Key Skills**
- Graduation
- Good Administrator
- Awareness of Banking regulatory guidelines, especially Anti Money Laundering
- Planning and Organizing Skills
- Interpersonal Skills
- Strong verbal & Written Communication skills
- Ability to draft summary
- Face to face customer handling skills
- Proficiency in Microsoft Office suite

**Experience Required**
- Min 4 years working experience in Banking/NBFC sector OR min 1 year experience as a VRBH ( With in Bank )

**Major Stakeholders**(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)
- Customers
- VKYC Makers, VKYC Checkers, UH, RH, RTQM, NH TQM, CHs, Channel managers
- IT team
- Audit Team
- Regional Admin teams
- Banks L & D team
- HNW Product Team