Gold Loan Officer

About the Role

• Job Title: Gold Loan Officer
• Department: Gold Loan
• Location: RO
• Type of Position: Full Time
• Reports to: Area Head-Gold Loan

Role Purpose & Objective

• Achieve and exceed targets for the number and value of gold loans.
• Serve as the primary contact for gold loan customers, pitching the product, explaining details, and collecting necessary documents.
• Coordinate with the branch team (ADO, BM, CRM, CCR, CROs, LOs) and external members (BCs, DSAs leads).
• 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 Duties & Responsibilities

Business

• Achieve daily, weekly, and monthly targets for gold loans in both 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 field staff, DSAs, and BC points.
• Ensure proper collection of 0 – 90 DPD cases in the branch.

Customer

• Educate customers about gold loan schemes and 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 necessary requirements like appraiser availability and loan-related administrative needs are met.

Learning & Performance

• Stay up-to-date on all relevant circulars and products/services offered.
• Ensure adherence to training man-days/mandatory training programs.
• Complete goal-setting, mid-year review, and annual appraisal processes within specified 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.
• Good Computer 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.
• 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