Customer Care Executive – IIFL Gold Loan (Detailed JD)

? Role Overview

A Customer Care Executive (CCE) at IIFL Finance (Gold Loan division) is responsible for handling customers at the branch, supporting loan processing, and ensuring smooth service experience.

In straightforward terms

“You are the first point of contact for customers and the support system for the branch team.”

? Core Responsibilities

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 fast 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

? Key Skills Required

? Functional Skills

Basic knowledge of:

Banking/NBFC processes

Documentation & KYC

Computer skills (MS Excel, data entry systems)

? Behavioral Skills

Good communication (Hindi/English + local language)

Customer handling & patience

Attention to detail

Multitasking ability

? Eligibility Criteria

Graduate (preferred) or 12th pass

0–3 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)

? Realistic Nature 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-Day Work

Typical day includes:

Handling walk-in customers

Completing KYC and documentation

Coordinating loan processing

Calling customers for follow-ups

Updating system records

? Career Path

Growth opportunities in **IIFL Finance Gold Loan:

Customer Care Executive

⬇

Senior CCE / Operations Executive

⬇

Assistant Branch Manager

⬇

Branch Manager

⬇

Territory Manager

📌 Gold Appraiser (Rajasthan)
🏢 IIFL Group
📍 Rajasthan