Relationship Manager - Gold Loans

IDFC FIRST Bharat Ltd.; Cuddalore, Thanjavur, Thoothukudi; On-site; INR 250,000 - 420,000; Full time

Job summary

IDFC FIRST Bharat Ltd. is seeking a branch-level professional to acquire and service gold loan customers, ensure accurate underwriting, and drive growth while maintaining strict compliance and asset quality.

The role focuses on end-to-end loan processing, valuation coordination, and customer relationship management in the Tamil Nadu region. Candidates should have 1–3 years in gold loan sales/operations, strong communication, and proficiency with MS Office and branch banking systems.

Qualifications

• Candidates must hold a graduate degree and have 1–3 years in gold loan sales or operations.
• Ability to meet monthly targets and manage disbursement timelines.
• Good communication and customer service skills; comfortable with documentation and compliance.

Responsibilities

• Achieve monthly gold loan disbursement and portfolio targets.
• Provide prompt service and manage loan processing, valuation, and disbursement.
• Maintain accurate records: gold stock, vault, and documentation per SOP.
• Monitor KYC/AML compliance and risk indicators; follow up on overdue cases.

Skills

Gold loan operations

Customer handling

Target orientation

KYC & AML

MS Office

Branch banking systems

Education

Any Graduate

Tools

MS Office

Branch banking systems

Job description

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 elevate 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.
• Good 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