Executive - KYC Verification

Key activities

Overall goals / Typical measures as relevant

Customer

Team Lead KYC verification

• Assist the Team Lead to carry out relevant assigned work & accurate action on verification cases assigned.

KYC verification team

• Action on assigned cases accurately (+99%)
• Completion of assigned worked in stipulated time with accuracy
• Preparing complete productivity & sharing with the respective team & stakeholders.
• Managing activities assigned by team leader
• Response on mail
• Provide services to the gateways / customer service / service centre / Sutherland Global / Concentrix by supporting in resolution of query, within SOP.
• Managing activities & work of mailbox.
• Regular working on DHL KYC site and ensure timely completion of job accurately
• Follow up with DHL IT in case system related challenge like slowness and down
• Highlight to team leader and manager with crucial information
• Undertake any projects/duties assigned by the team leader and project manager
• Complete daily and weekly productivity reports to measure individual and department effectiveness.
• Ensure that customer information is maintained accurately on the customer database
• Validation of (Approve/ Reject) DHL KYC within TAT
• Quality check of the activity performed.

Process

KYC verification team: -

• Team lead will assign KYC verification cases to all the members.
• In case team lead absence, self-managed and assign the cases, action on KYC verification
• Working on the KYC verification file & action on assigned cases.
• Providing information with respective gateway/SGS/CNX and Customer service.
• Responding to gateway/SGS/CNX and Customer service mails with their requirements.
• Any Adhoc Activities as and when required as per process requirement.
• Working 24*7 in rotational shifts.

Process Improvement

• Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology, and service to positively enhance customers’ experience with DHL.

People - Management

In case of absence of Team Leader, he/she must be able to demonstrate ability to influence decisions/actions.

Skills / Qualifications

Key capabilities

• Typing skills (at least 30 wpm preferable)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Technical Skills (Telephone systems, Order/Shipment Track & Trace Systems and Order Booking systems preferable)

Competencies

Competency segment ‘Business’

Analysis:

Planning & Organizing:

Decision Making:

Results Orientation:

Competency segment ‘Leadership’

Teamwork:

Competency segment ‘Personal’

Accountability:

Communication:

Self Management: