Employee Compliance Consultant – Customer Consultation

Job Description – Employee Compliance ConsultantPosition: Employee Compliance Consultant – Customer Consultation

Department: Employee Services

Company: A1QA OPC Private Limited – EPFO Solutions

Job Type: Full-Time

Role Overview

We are looking for an Employee Compliance Consultant with practical knowledge of employee statutory compliances, particularly EPF, EPS and ESIC. The role is primarily customer-facing and involves attending employee queries over calls, understanding their concerns, reviewing case details, explaining the appropriate process, and coordinating cases until resolution.

This is not purely a back-office compliance role. The candidate should have strong communication skills and be comfortable handling employees and customers over telephone calls on a daily basis.

Key Responsibilities

• Attend incoming and assigned employee consultation calls.
• Understand employee PF, pension and statutory compliance-related concerns.
• Provide clear and professional guidance to employees based on their case.
• Handle queries relating to PF withdrawal, PF transfer, rejected claims, KYC, member profile corrections, service history, Date of Joining and Date of Leaving discrepancies, multiple employment records and related matters.
• Understand EPS, pension and basic ESIC-related employee concerns.
• Review available employee documents and identify additional information required for processing a case.
• Explain the applicable process, documentation requirements, expected next steps and practical limitations to customers.
• Coordinate with internal and external advisors for cases requiring further technical intervention.
• Follow up with customers for pending documents and information.
• Maintain accurate case notes, call updates, follow-up dates and case status in the CRM.
• Escalate complex or unresolved cases to the Team Leader or senior advisor.
• Maintain professional communication and avoid providing incorrect commitments or guaranteeing outcomes dependent on employers or government authorities.
• Support customers throughout the case lifecycle until resolution or closure.

Required Knowledge & Experience

• Previous experience in EPF, ESIC, payroll, HR operations, employee compliance, labour compliance, HR shared services or a related field.
• Working knowledge of EPF and EPS processes.
• Understanding of employee PF claims, transfers, corrections and common employee-side issues.
• Familiarity with EPFO portals and processes will be strongly preferred.
• Ability to understand employment and payroll-related documents.
• Strong Hindi and English communication skills.
• Comfortable attending and managing a high volume of customer calls.
• Ability to explain compliance-related matters in simple language to employees.
• Good follow-up, documentation and CRM management skills.

Preferred Background

Candidates with previous experience as an EPF Consultant, Payroll Executive, HR Operations Executive, Statutory Compliance Executive, Employee Helpdesk Executive, HR Shared Services Executive or PF/ESIC Executive will be preferred.

Key Skills: Employee Compliance | EPF | EPS | ESIC | PF Consultation | Payroll | Statutory Compliance | Employee Helpdesk | Customer Calling | Case Management | CRM | Customer Service

Important: This position requires both compliance knowledge and customer-handling ability. Candidates looking exclusively for a back-office role may not be suitable for this position.