CustomerCare Executive IIFL Gold Loan (Detailed JD)

RoleOverview A CustomerCare Executive (CCE) at IIFLFinance (Gold Loan division) is responsible for handlingcustomers at the branch, supporting loan processing, and ensuringsmooth service experience .

Insimple terms

Youare the first point of contact for customers and the support systemfor the branch team.

`CoreResponsibilities ` 1. Customer Handling & Service

Welcome and assist walk-in customers

Understand customer requirements (loan, renewal, closure)

Explain

Gold loan process

Interest rates

Repayment options

Ensure excellent customer experience and quick service

2. Documentation & KYC Processing

Collect and verify

Aadhaar / PAN

Address proof

Photographs

Ensure proper KYC compliance as per RBI norms

Fill and process loan application forms

Maintain accurate customer records

3. Loan Processing Support

Coordinate with

Gold Appraiser

Branch Manager

Assist in

Loan entry in system

Documentation completion

Ensure quick turnaround time (TAT) for disbursement

4. Customer Follow-ups & Telecalling

Call customers for

Loan renewals

Interest payments

Overdue reminders

Handle inbound customer queries

Maintain relationship with existing customers

5. Data Entry & MIS Management

Enter customer and loan details into company systems

Maintain

Daily transaction records

Customer database

Generate basic reports for branch operations

6. Cash Handling Support (in some branches)

Assist in

Cash collection (interest/repayment)

Receipt generation

Ensure proper cash reconciliation at end of day

7. Branch Coordination





Support smooth coordination between

Customers

Appraisers

Sales staff

Help manage

Customer queue

Branch workflow

8. Compliance & Process Adherence

Follow

Company policies

RBI guidelines

Ensure error-free documentation

Support audits and verification processes

`KeySkills Required FunctionalSkills ` Basic knowledge of:

Banking/NBFC processes

Documentation & KYC

Computer skills (MS Excel, data entry systems)

`BehavioralSkills ` Good communication (Hindi/English + local language)

Customer handling & patience

Attention to detail

Multitasking ability

`EligibilityCriteria ` Graduate (preferred) or 12th pass

03 years of experience in:

Customer service

Banking/NBFC

Retail or telecalling

Freshers are often hired

`KPIs(Performance Metrics) ` Customer satisfaction levels

Accuracy of documentation

Turnaround time (TAT)

Number of customer interactions handled

Follow-up conversion (renewals, payments)

`RealisticNature of the Role ` Entry-level role in NBFC structure

Repetitive but fast-paced work

High interaction with customers

Moderate pressure during peak business hours

Important support role but not core decision-making

`Day-to-DayWork ` Typicalday includes:

Handling walk-in customers

Completing KYC and documentation

Coordinating loan processing

Calling customers for follow-ups

Updating system records

`CareerPath ` Growthopportunities in **IIFL Finance Gold Loan:

Customer Care Executive

Senior CCE / Operations Executive

Assistant Branch Manager

Branch Manager

Territory Manager

📌 Regional Credit Manager (Ahmedabad)
🏢 IIFL Finance
📍 Ahmedabad