Relationship Manager - Gold Loans

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 (KRA-Based)

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 to 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