Gold Loan Officer

About the Role

• Achieve and exceed targets set for the number and value of Gold Loans.
• Serve as the primary contact for gold loan customers, pitching the product, explaining details, and collecting required documents.
• Coordinate with the branch team and external members.
• Resolve field-level customer queries related to Gold Loans and manage regular collections.
• Act as a backup for Assets Desk Officers in their absence.

Key Responsibilities

Business

• Daily, weekly, and monthly achievement of gold loan targets (volume and value).
• Working on OSP increment of the assigned portfolio.
• Meeting Cross Sales targets for the assigned portfolio.
• Calling/visiting eligible customers to pitch the product and collect leads.
• Conducting outbound promotional activities for Gold Loan lead generation.
• Coordination with feet on the street, DSAs, and BC points.
• Ensuring proper collection of 0-90 DPD cases.

Customer

• Educating customers about Gold Loan schemes and services.
• Focusing on outbound activities and generating leads from new and existing customers.
• Ensuring prompt and accurate handling of customer queries at the field level.
• Ensuring smooth and prompt service from partner channels.

Internal Process

• Ensuring compliance with lending guidelines, quality framework, and audit requirements.
• Identifying defaulting or negative areas for gold loans based on field observations.
• Providing constructive feedback on on-field and competitor activities.
• Ensuring the availability of appraisers and loan-related administrative requirements.

Learning & Performance

• Staying updated on all relevant circulars and products/services.
• Adhering to training man-days/mandatory training programs.
• Ensuring timely completion of goal-setting, mid-year review, and annual appraisal processes.

Requirements & Tech Stack

Educational Qualifications: Graduate or Professional Post graduate in any discipline.

Experience: 0 to 2 years of experience in any asset product, preferably Gold loan.

Functional Skills:

• Ability to plan and coordinate.
• Managing customer relations.
• Gold Loan Product Knowledge.

Behavioral Skills:

• Gold Loan Product knowledge.
• Ability to speak and read regional language(s) and English.
• Good verbal fluency using simple, clear, and purposeful language.
• Good Computer knowledge.
• Performance oriented.

Performance Matrices

Business Growth

• Total Gold loan disbursed (Plan vs. Actual).
• Leads conversion rate.

Bottom-line

• Cross Sell Numbers.

Customer Retention

• % conversion of Renewal eligible customers.

Portfolio Health

• % Reduction in PAR (0 – 90 days).

Fraud Control

• No. of frauds in gold.

Performance Management

• Adherence to timelines for completion of PMS for self.

Training

• No. of Training Man days attended.

Key Interactions

Internal: ADO-Gold Loan, BOO-SFB, CCR-URC, Appraiser, Cashier, Regional Product, Credit, Operations, Collections, Audit and Vigilance, CRO, LO, SO, RO.

External: Competitors in Gold Loan, CCR, Other Channel Partners.