The role is responsible to ensure all KBZPay verification process, lending documentation processes are followed in sync with regulatory compliance. This role monitors KYC process by conducting regular audits & system check, and by aligning with current SOPs and BRDs. Reviews KYC processes, eliminate verification errors, improve customer experience and maintain quality score.

• Review SOP flow and ensure all steps are followed by KYC/lending team.
• Identify process gaps and propose changes for improvement
• Audit report to management on KYC process compliance and maintain Quality score.
• Liaison with KYC team for NPS improvement over KYC /Lending documentation process.
• Staff wise quality check for sample KYC verified cases and maintain staff wise quality score.
• Prepare Quality metrics with error categorisation like Critical, Major, Minor, change request etc.
• Prioritise high, medium low risk operational risk aspects and work on mitigation in KYC/lending process.
• Monitor fraud and raise alarm if unethical practice observed among the team.
• Cover 100% staff every month with Quality score and share reports regularly.
• Bring technological enhancement ideas to effectively manage the service Vs Cost impact.
• Highlight process failure reasons and plans to eliminate process gaps.
• Improve approval rate by ensuring quality is maintained in the KYC/lending verification process.
• Flexible to work in shift assignments if required.
• Help promote and maintain a positive company image.

• Any Bachelor Degree Holder

• Able to communicate effectively at all level

• Good presentation skills and people skills; team player

• Knowledge of customer service principles and practices

• Strong proficiency in Microsoft Word, Excel and PowerPoint

• Basic English Skill

• Demonstrates high energy, professionalism and maturity

• Being able to adapt new situations and environments is important.

• Prefer with at least 1 year of working experience in the related field is required for this position (Fresh graduate will be considered as well)

• A background in customer service is preferable.

• Experience working in banking / financial services would be an added advantage.