KYC Operations Associate Analyst - Regional

As a Video KYC Analyst (also referred to as KYC Operations Associate Analyst), you will play a critical role in ensuring that Wise adheres to regulatory and compliance requirements. You will be responsible for conducting real-time video Know Your Customer (KYC) verification for new and existing Indian customers, ensuring compliance with regulatory guidelines and internal policies. This involves taking inbound calls, guiding customers through the Video KYC process, addressing their queries, and ensuring a smooth and efficient onboarding experience. This role is a great opportunity for individuals interested in developing their career in the KYC domain, particularly within a rapidly expanding market.
You will be responsible for conducting thorough customer due diligence, analyzing customer activities, and ensuring that our KYC records are kept up to date according to our internal standards. The ideal candidate will possess excellent communication skills, a strong eye for detail, and a commitment to customer satisfaction.

Job Responsibilities -

• Conduct real-time video calls with customers to perform KYC verification, adhering to established procedures and regulatory requirements.
• Guide customers through the Video KYC process, explaining steps clearly and patiently.
• Verify customer identity by cross-referencing documents (e.g., Aadhaar, PAN) presented during the video call with information provided in the application.
• Ensure the authenticity and validity of documents and detect any discrepancies or fraudulent attempts.
• Address customer queries and concerns related to the Video KYC process and general onboarding.
• Maintain accurate and detailed records of all Video KYC interactions and outcomes in the system.
• Collaborate with internal teams (e.g., Customer Support, Operations, Compliance) to resolve complex issues and ensure a seamless customer journey.
• Stay updated with the latest KYC/AML regulations and company policies.
• Identify and escalate suspicious activities or potential fraud cases to the relevant departments.
• Contribute to process improvements for enhanced efficiency and customer experience.
• KPIs: Perform your tasks and responsibilities within the expected key performance indicators set by the leadership team.
• Other: Tasks that are related to the position and are assigned to you by your lead. Participating in meetings, training, internal and external events.

• Excellent Communication Skills: Fluent in English and Hindi with clear verbal communication. Ability to explain complex procedures simply and patiently.
• A minimum of 1+ years of experience in Operations.
• Attention to Detail: Meticulous and highly accurate in verifying information and identifying discrepancies.
• Problem-Solving Skills: Ability to analyze situations, identify problems, and propose effective solutions under pressure.
• Compliance & Regulatory Knowledge: Basic understanding of KYC, and other Indian financial regulations.
• Patience & Empathy: Ability to remain calm and composed while assisting customers who may be facing technical difficulties or require extensive guidance.
• Adaptability: Ability to adapt to changing processes, technologies, and customer needs.
• Team Player: Ability to work collaboratively within a team environment.
• This role requires you to be flexible to work in rotational shifts & weeks off.

Nice to have:

• Bachelor's degree in any discipline (e.g., Commerce, Business Administration, Finance) from a recognized university.
• 1-2 years of experience in customer service, call center operations, or a similar role, preferably within the banking, financial services, or fintech industry.
• Prior experience with KYC processes, especially Video KYC, is highly preferred.
• Experience in handling inbound customer calls and resolving issues effectively.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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