Job Description

To deliver superior customer service at the branch by handling gold loan disbursements and technical gold valuations. This dual-role position is critical in ensuring both operational accuracy and customer satisfaction. The incumbent is expected to coordinate between teams, ensure compliance, and support business generation through service excellence and gold loan portfolio management.
Functional Role: Customer Service Officer & Valuer - Gold Loan
Qualification: Minimum Graduation
Business Unit: Gold Loan
Department: Operations & Services
Relevant Experience: 2-5 years in gold loan operations
Functional Competencies:

• Gold valuation techniques and knowledge of purity standards.
• Proficiency in basic banking transactions (cash, NEFT, RTGS, FT, loan disbursals).
• Ability to handle customer queries and coordinate between departments for resolution.
• Well-versed in English and local language; basic computer literacy.
• Familiarity with CASA account handling, documentation, and discrepancy resolution.
• Ability to maintain UV compliance and documentation standards.

Behavioural Competencies:

• Customer-focused with a strong sense of integrity.
• Detail-oriented and committed to process accuracy.
• Patient, calm, and solution-oriented under pressure.
• Able to work collaboratively and supportively in team environments.
• Professional demeanour and disciplined work ethic.

Job Responsibilities:
Financial Responsibilities:

• 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.

Skills Required