1. Role Objective To acquire and service gold loan customers, ensure quality underwriting, manage branch-level operations for gold loans, and drive business growth while maintaining high standards of compliance, customer service, and asset quality.

2. Key Responsibilities

A. Business Development & Sales

- Achieve monthly gold loan disbursement and portfolio targets.
- Generate new customer leads through field visits, market mapping, references, and local tie-ups.
- Drive walk-in conversion and upsell/cross-sell relevant NBFC products.
- Monitor competitor schemes and provide inputs for pricing and customer retention.

B. Customer Service & Relationship Management

- Provide prompt and courteous service to all gold loan customers.
- Ensure smooth processing of loan applications, valuation, documentation, and disbursement.
- Resolve customer queries and grievances within defined TAT.
- Maintain long-term relationships with high-value and repeat customers.

C. Gold Loan Operations & Valuation

- Conduct preliminary gold appraisal and coordinate with the certified valuer for accurate valuation.
- Ensure proper weighing, purity testing, photographing, and secure packaging of gold ornaments.
- Maintain gold stock registers, vault management, and branch keys as per SOP.
- Ensure zero deviation in cash handling, documentation, and ornament storage.

D. Portfolio & Risk Management

- Monitor due dates,



interest collections, and renewals to ensure portfolio health.
- Follow up on early overdue cases to reduce NPAs.
- Ensure 100% adherence to KYC, AML guidelines, credit policies, and internal audit norms.
- Identify high-risk customers and escalate issues immediately.

E. Compliance & Audit

- Ensure full compliance with all internal processes, RBI guidelines, and audit requirements.
- Maintain accurate MIS reports, system entries, registers, and customer documentation.
- Achieve zero audit observations by following SOPs strictly.

3. Skills & Competencies Required

- Strong understanding of gold loan operations and valuation basics.
- Positive communication and customer handling skills.
- Ability to work with targets and meet business objectives.
- Basic knowledge of KYC, AML norms, and lending processes.
- Proficiency in MS Office and branch banking systems.
- Integrity, attention to detail, and trustworthiness (critical for gold handling).

4. Qualification

- Any Graduate (preferred).
- 1 - 3 years of experience in gold loan sales/operations in NBFC/Banks/MFI.

5. Key Performance Indicators (KPIs)

- Monthly disbursement achievement
- Portfolio quality & overdue management
- Customer satisfaction & retention
- TAT for loan processing
- Audit compliance score
- Cross-selling penetration

📌 Relationship Manager - Gold Loans (Beed)
🏢 IDFC FIRST Bharat
📍 Beed