Gold Loan Officer

About the Role

• Position: Gold Loan Officer
• Grade: AM-II
• Department: Gold Loan
• Location: RO
• Type: 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 (ADO, BM, CRM, CCR, CROs, LOs) and external members (BCs, DSAs leads).
• Resolve all field-level customer queries related to Gold Loan and manage regular collections.
• Act as back-up 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 assigned portfolio.
• Meet Cross Sales targets for the assigned portfolio.
• Call/visit eligible customers to 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 in the branch.

Customer

• Educate customers about Gold Loan schemes/services offered by Ujjivan.
• Focus on outbound activities and generating leads from NTB (New to Bank) and ETB (Existing to Bank) customer pools.
• Ensure customer queries are dealt with promptly and accurately at the field level.
• Ensure smooth and prompt service from other partner channels to customers.

Internal Process

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

Learning & Performance

• Stay updated on all relevant circulars and products/services offered in the branch.
• Ensure adherence to training man-days/mandatory training programs.
• Ensure goal-setting, mid-year review, and annual appraisal process within specified timelines for self.

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.

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