Operations Associate, VKYC

Roles and Responsibilities: KYC Specialist, PhonePe Offline Merchant Business

Overview

The Know Your Customer (KYC) Specialist plays a critical role in ensuring compliance and regulatory adherence for the PhonePe Offline Merchant Business. This role involves the accurate and timely validation of merchant-submitted documents, following established Standard Operating Procedures (SOPs), and maintaining high levels of quality and process adherence.

 

Key Responsibilities

       Document Validation and Verification

• Responsible for the thorough validation of all Know Your Customer (KYC) documents submitted by offline merchants.
• Verify the authenticity and validity of documents, including but not limited to:
• Proof of Business
• Proof of Identity
• Proof of Address
• Proof of Entity
• Proof of Financial Identity
• Ensure that all document submissions meet regulatory requirements and internal PhonePe guidelines.

Process Adherence and Quality

• Strictly follow the guidelines and Standard Operating Procedures (SOP) provided for document validation.
• Demonstrate exceptionally high accuracy in work, leaving no room for incorrect document validation or approval.
• Ensure strict process adherence, recognizing that this is a sensitive and time-bound activity demanding high accuracy.

Thinking and Escalation

• Be able to observe and identify the pattern of documents submitted.
• Flag suspicious or potentially fraudulent document patterns to managers for deep-dive investigation.
• Promptly escalate complex or ambiguous cases that fall outside the defined SOPs to the appropriate management or compliance teams.

Compliance and Timeliness

• Handle all validation activities in a sensitive and time-bound manner to meet service level agreements (SLAs) and internal targets.
• Maintain a high level of compliance with all relevant regulatory and internal policies.

 

Key Performance Metrics (KPMs)

The performance of a KYC Specialist will be measured against the following key metrics:

 

Metric	Description
Average Handling Time	The average time taken to complete the end-to-end validation process for a merchant file.
Quality Score	A score reflecting the accuracy of validation decisions and adherence to SOPs, based on audits of completed work.
Compliance Score	A measure of adherence to regulatory guidelines and internal compliance policies.
Adherence to the roaster and shifts	The specialist's reliability in following the assigned work schedule and shifts.

 

Requirements

• 0 to 2 years experience 
• Ability to manage sensitive and confidential data.
• Exceptional accuracy and meticulous attention to detail.
• High typing precision and the capacity to review multilingual documents.
• Dedication to achieving high compliance and adherence metrics.
• English reading - Mandatory 
• Any regional language reading ( Hindi/ Tamil/ Telugu/ Kannada/ Malayalam) - Preferred 
• Candidate should be comfortable with 6 days working, rotational week off and rotational shit ( Day shift only)