Analyst- Customer Service Operations

Job Description

Job description

Role Title: Data Correction / OLM Process Associate (or Analyst)

Function: Customer Experience / Operations / Data Governance

Reports To: Team Lead - Data Correction / Customer Operations

Role Purpose

To ensure accurate, secure, and compliant processing of customer data correction requests across systems, in line with regulatory requirements, internal policies, and risk controls. The role is critical in maintaining data integrity, reducing customer complaints, and ensuring audit readiness.

Key Responsibilities

1. Data Correction Processing

• Handle end-to-end processing of customer data modification requests (KYC updates, profile changes, contact details, demographic corrections, etc.).
• Validate customer requests against defined documentation and authentication requirements.
• Ensure accurate system updates across all relevant platforms (core systems, CRM, downstream systems).

2. Compliance & Risk Controls

• Adhere strictly to regulatory requirements (RBI/KYC/AML where applicable) and internal SOPs.
• Perform maker-checker validations where applicable to ensure zero error in updates.
• Safeguard against fraudulent or unauthorized data modification requests.
• Maintain complete audit trail of changes made.

3. Turnaround Time (TAT) Management

• Ensure all data correction requests are processed within defined SLAs.
• Track pending cases and proactively escalate delays or blockers.
• Maintain high first-time-right accuracy to avoid rework and escalations.

4. Quality Assurance & Accuracy

• Ensure high accuracy in data updates with minimal error rates.
• Participate in quality audits and ensure closure of observations.
• Identify recurring error patterns and recommend process improvements.

5. Stakeholder Coordination

• Liaise with customer support teams, branches, operations, and compliance for clarifications.
• Work closely with grievance teams to resolve data-related complaints.
• Support investigation of escalated cases involving incorrect data updates.

6. Systems & Documentation Management

• Update and maintain records across OLM/workflow tools and internal systems.
• Ensure proper documentation storage for regulatory and audit purposes.
• Support system migration or enhancement projects related to customer data.

7. Continuous Improvement

• Identify process inefficiencies, duplication, or control gaps in the OLM/data correction process.
• Suggest automation or workflow enhancements to improve accuracy and reduce TAT.
• Contribute to SOP updates and training documentation.

Key Skills & Competencies

• Strong attention to detail and accuracy (zero-error mindset)
• Knowledge of KYC, AML, and customer data compliance frameworks
• Process orientation with strong adherence to SOPs and controls
• Analytical thinking to identify discrepancies and risks
• Ability to handle sensitive customer data with high integrity
• Good written and verbal communication skills

Experience & Qualification

• 2-5 years of experience in operations, data management, KYC, or customer servicing roles
• Experience in BFSI / fintech / regulated industry preferred

Qualifications

Qualifications

• Graduate in any discipline (Commerce/Finance preferred)

Additional Information

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