Verifiers and self verifiers

Job Title: Call Center Agent – Verifier & Self-Verifier

The Call Center Agent – Verifier & Self-Verifier is responsible for conducting outbound verification calls to confirm customer information, validate transactions, and ensure data accuracy. This role requires exceptional communication skills, strong attention to detail, and the ability to follow verification scripts and compliance guidelines. The Self-Verifier component involves independently reviewing and confirming the accuracy of one’s own completed verifications before submission.

Key Responsibilities1. Customer Verification

• Conduct verification calls to confirm customer identity, personal information, and transaction details.
• Validate accuracy of documents, applications, or requests submitted through various channels.
• Follow prescribed verification scripts and protocols to ensure consistency and compliance.

2. Self-Verification Duties

• Review and double-check completed cases to ensure information is accurate and complete.
• Identify errors or inconsistencies and correct them before final submission.
• Maintain high accuracy rates by performing quality checks on one’s own work.
• Ensure all verification steps comply with company policies, legal regulations, and audit standards.

3. Customer Interaction & Support

• Provide clear explanations to customers regarding the purpose of verification.
• Handle customer inquiries related to the verification process professionally and courteously.
• Escalate complex or suspicious cases to supervisors or the fraud/risk department.

4. Compliance & Documentation

• Adhere to all regulatory, security, and confidentiality requirements.
• Maintain thorough and accurate records of each interaction and verification attempt.
• Follow data protection and privacy protocols
• Report any irregularities, fraud attempts, or policy violations immediately.

5. Performance & Quality Assurance

• Meet or exceed assigned KPIs, including accuracy rate, call handling time, and verification completion targets.
• Participate in coaching sessions, training programs, and process improvement initiatives.
• Demonstrate continuous improvement in verification accuracy and customer service quality.

QualificationsEducation

• High school diploma or equivalent required.
• Additional training or certification in customer service, fraud prevention, or data verification is a plus.

Experience

• Previous call center, customer service, or verification experience preferred.
• Experience in industries such as finance, telecom, insurance, e-commerce, or BPO is advantageous.

Skills

• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Ability to follow strict procedures and compliance guidelines.
• Good problem-solving and critical-thinking abilities.
• Proficiency in using call centre software, and basic computer applications.
• Ability to work independently as well as in a team.

Behavioural Competencies

• High integrity and professionalism.
• Strong sense of responsibility and accountability.
• Patience and customer-centric attitude.
• Ability to stay calm and focused under pressure.
• Adaptability to rapid changes in processes or workflows.

Working Conditions

• Office-based on company policy.
• Shift-based schedule, including weekends or holidays if required.

Job Types: Full-time, Part-time, Contract, Internship, Fresher

Pay: Rs40,000.00 - Rs100,000.00 per month

Work Location: In person