Relationship Manager - Gold Loans

IDFC FIRST Bharat; Nashik District; On-site; INR 400,000 - 600,000; Full time

Job summary

IDFC FIRST Bharat in Nashik district is seeking a role focused on acquiring and servicing gold loan customers. The candidate will ensure quality underwriting, manage branch operations for gold loans, and drive business growth while upholding compliance and asset quality.

Key responsibilities include achieving disbursement targets, leading customer acquisition, handling loan processing, valuation, documentation, and customer service, as well as risk management and adherence to RBI guidelines.

Qualifications

• Understanding of gold loan operations and valuation basics.
• 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.

Responsibilities

• Achieve monthly gold loan disbursement targets 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.
• Provide prompt and courteous service to gold loan customers and ensure smooth processing of applications.
• Resolve customer queries and grievances within defined TAT and maintain long-term relationships with high-value customers.
• Coordinate with valuer for accurate gold appraisal; ensure proper weighing, purity testing, photographing, and secure packaging.
• Maintain gold stock registers, vault management, and branch keys per SOP; ensure zero deviation in cash handling and documentation.
• Monitor due dates, interest collections, renewals to ensure portfolio health; follow up on early overdue cases to reduce NPAs.
• Ensure 100% adherence to RBI guidelines, KYC/AML norms, credit policies, and internal audit norms.
• Maintain accurate MIS reports, system entries, registers, and customer documentation.

Skills

Gold loan operations

Customer handling

Target driven

KYC/AML basics

MS Office

Education

Any Graduate

Tools

Branch banking systems

Gold valuation basics tools

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 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.
• 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