Customer Service and Valuer Gold Loan

4 weeks ago

Pune, India AU Small Finance Bank Full time

Roles and Responsibilities

  • Conduct thorough appraisals of gold ornaments to determine loan amounts and interest rates.
  • Manage customer interactions to understand their gold loan requirements and provide customized solutions.
  • Process loan applications, verify documents, and ensure timely disbursement of funds.
  • Maintain accurate records of transactions, including sales reports and customer interactions
  • Identify cross-selling opportunities for other banking products and services
  • Conduct accurate gold valuation as per defined quality and purity parameters.
  • Drive net gold loan portfolio growth through quality sourcing and renewals.
  • Assist in recovery of spurious/below 18 carat cases and coordinate NPA gold auctions.
  • Identify and close cross-sell opportunities (CASA, insurance, etc.) from walk-in customers.

Monitor overdue cases (DPD) and take follow-up action for recovery or resolution

  • Process customer transactions including cash, gold loan, NEFT, RTGS, FT, etc.
  • Support BOSM in branch lobby management and queue handling during peak hours.
  • Maintain transaction accuracy, reduce discrepancies, and ensure TAT adherence.
  • Assist in empanelment of external gold valuers and coordination of valuation tasks.
  • Ensure proper documentation, UV compliance, and safe custody of pledged gold.
  • Provide back-up support to the Money Officer and other roles as needed.
  • Help in resolving customer service issues, queries, and service deliverables.
  • Participate in business promotion and marketing activities at the branch level.
  • Timely reporting of branch issues to concerned verticals and follow up as per matrix.
  • Submit gold loan documents to CPC post-audit, ensuring completeness and compliance.
  • Participate in training sessions and product/process refreshers for continuous learning

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