Gold Loan Officer-3580-Naiti & 3577-Fatikgachi

About the Role

Job Title: Gold Loan Officer

Location: Naiti & Fatikgachi

Type of Position: Full Time

Reports To: Area Head-Gold Loan

Role Purpose & Objective

• 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 in volume and value.
• Work on OSP increment of the assigned portfolio.
• Meet cross-sales targets for the assigned portfolio.
• Call/visit eligible customers, pitch the product, and collect leads.
• Conduct outbound promotional activities for gold loan lead generation.
• Coordinate with field staff, DSAs, and BC points.
• Ensure proper collection of 0-90 DPD cases in the branch.

Customer

• Educate customers about gold loan schemes/services offered.
• Focus on outbound activities and generating leads from new and existing customers.
• Ensure customer queries are dealt with promptly and accurately at the field level.
• Ensure smooth and prompt service from partner channels to customers.

Internal Process

• Ensure compliance with lending guidelines, quality framework, and audit requirements.
• Identify defaulting or negative areas for gold loans based on field observations.
• Provide constructive feedback on on-field and competitor activities.
• Ensure all necessary requirements, such as appraiser availability and loan-related administrative needs, are in place.

Learning & Performance

• Stay updated on all relevant circulars and products/services offered.
• Ensure adherence to training man-days and mandatory training programs.
• Ensure goal-setting, mid-year reviews, and annual appraisal processes are completed within specified timelines.

Requirements & Tech Stack

Qualifications

• Graduate or Professional Post-graduate in any discipline.

Experience

• 0 to 2 years of experience in any asset product, preferably Gold Loan.

Certifications

• Not specified.

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 and uses 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.