Relationship Manager - Gold Loans

IDFC FIRST Bharat Ltd.; Madurai District, Tirunelveli, Tiruchirappalli; On-site; INR 350,000 - 500,000; Full time

Job summary

IDFC FIRST Bharat Ltd. in Tamil Nadu-Madurai district seeks a proactive gold loan executive to drive sales, service customers, and ensure compliance across branch operations.

You will coordinate valuation, documentation, and disbursement while maintaining high standards of asset quality. Role requires customer-facing skills, ability to meet targets, basic banking systems knowledge, and adherence to KYC/AML norms.

Qualifications

• Graduation in any discipline; NBFC/bank exposure preferred.
• Experience with gold loan sales/operations is advantageous.
• Knowledge of KYC/AML norms and lending processes preferred.
• Proficiency in MS Office and basic banking systems required.

Responsibilities

• Acquire and service gold loan customers and achieve monthly targets.
• Provide prompt service, process loans, valuation, documentation, and disbursement.
• Maintain gold stock registers, vault management, and SOP compliance.
• Monitor portfolio health, follow up on overdue cases, and ensure RBI-compliant practices.
• Ensure zero audit observations by adhering to SOPs.

Skills

Gold loan operations

Customer handling

MS Office

KYC AML norms

Branch banking systems

Integrity

Attention to detail

Target oriented

Education

Any Graduate

Tools

MS Office

Branch Banking System

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