Identity & Number Operations (KYC Operations Analyst)

Why this role matters:

Vonage is building a centralised KYC (Know Your Customer) and KYB (Know Your Business) capability that underpins the trust and integrity of our entire customer base. As a KYC Analyst, you will be a key part of the team responsible for keeping customer profiles accurate, verified and compliant.

Every check you complete, every customer you support and every profile you update contributes directly to Vonage’s ability to prevent fraud, meet regulatory requirements and onboard customers quickly and safely. This is a role where attention to detail and a methodical approach make a real difference.

Your key responsibilities:

• Review automated KYC/KYB profile checks that have failed or returned inconclusive results, following defined processes to determine the appropriate next step.
• Complete manual vetting and validation of customer data and documentation, applying consistent standards as directed by senior team members.
• Mark checks as passed, failed or in progress within Vonage’s internal systems, keeping accurate records of all actions taken.
• Contact customers to request missing or expired documentation, guiding them through self-service profile updates or updating profiles directly where needed.
• Assist customers through Identity Verification (IDV) workflows, helping to resolve failures and re-trigger verification where required.
• Create KYB profiles on behalf of customers where self-service is not yet available, following defined templates and creation processes.
• Support profile linking and merging tasks including KYC to KYB associations and duplicate KYC profile consolidation, under guidance from senior analysts.
• Maintain accurate profile metadata including internal flags and profile name corrections, flagging cases that require escalation.
• Support the preparation and export of profile data for compliance reviews and internal reporting.
• Contribute to process documentation and share feedback on recurring issues to help the team continuously improve.

What you'll bring

• Two plus years of experience in a customer-facing, data processing or compliance support role; prior KYC or KYB experience is a plus but not essential.
• Strong attention to detail with the ability to review documentation accurately and identify discrepancies.
• Clear and professional written communication skills, with the confidence to contact customers to request sensitive information.
• Ability to manage a varied workload, follow processes consistently and escalate where needed.
• Comfortable learning and working with internal systems and tooling, with a willingness to adapt as the platform evolves.
• A methodical, reliable approach to work with a genuine interest in compliance, fraud prevention or identity verification.
• This role will be based in Bengaluru, IN. We are open to considering hybrid working arrangements. Legal authorisation to work in the required location is required; sponsorship is not available for this role.

Experience we consider a plus:

• Familiarity with KYC, AML or fraud operations processes.
• Experience using case management or CRM systems.
• Understanding of Identity Verification (IDV) or document authentication.
• Exposure to working cross-functionally with compliance, trust and safety or customer support teams.

How you’ll benefit:

• Attractive Discretionary Time Off
• Private Medical Insurance with optional dependent coverage
• Educational Assistance Reimbursement Program
• Opportunities for reimbursement for conferences, trainings, and other personal development events
• Maternity and Paternity Leave
• Ask recruiter for country specific information

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.