Gold Loan Officer

Role Purpose & Objective

• Achieve and exceed targets for the number and value of gold loans.
• Act as the primary contact for gold loan customers, pitching the product, explaining details, and collecting required documents.
• Coordinate with branch teams (ADO, BM, CRM, CCR, CROs, LOs) and external members (BCs, DSAs).
• Resolve customer queries related to gold loans at the field level and manage regular collections.
• Serve as a backup for Assets Desk Officers in their absence.

Key Duties & Responsibilities

Business

• Achieve daily, weekly, and monthly targets for gold loan disbursement (volume and value).
• Work on the OSP increment of the assigned portfolio.
• Meet cross-sales targets for the assigned portfolio.
• Call/visit eligible customers to pitch the product and generate leads.
• Conduct outbound promotional activities for gold loan lead generation.
• Coordinate with feet on the street, DSAs, and BC points.
• Ensure proper collection of 0-90 DPD cases.

Customer

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

Internal Process

• Comply with lending guidelines, quality framework, and audit requirements.
• Identify defaulting or negative areas for gold loans based on field observations.
• Provide constructive feedback on field and competitor activities.
• Ensure availability of appraisers and other loan-related administrative requirements.

Learning & Performance

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

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

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

Bottom-line

• Cross Sell Numbers

Customer

• % conversion of Renewal eligible customers

Internal Process

• Portfolio Health: % Reduction in PAR (0-90 days)
• Fraud Control: No. of frauds in gold

Learning & Development

• 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

External

• Competitors in Gold Loan
• CCR
• Other Channel Partners
• Regional Product, Credit, Operations, Collections, Audit and Vigilance
• CRO, LO, SO, RO