Gold Loan Officer

About the Role

• Position: Gold Loan Officer
• Type: Full Time
• Department: Gold Loan
• Location: RO

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 required 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 Loan disbursement 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 feet on streets, DSAs, and BC points.
• Ensure proper collection of 0 – 90 DPD cases.

Customer

• Educate customers about Gold Loan schemes/services.
• Focus on outbound activities and generating leads from new-to-bank (NTB) and existing-to-bank (ETB) customer pools.
• Ensure prompt and accurate handling of customer queries 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 availability of appraisers and loan-related administrative requirements.

Learning & Performance

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

Requirements & Tech Stack

Educational Qualifications

• Graduate or Professional Post graduate in any discipline.

Experience

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

Certifications

• NA

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.