Job Purpose : 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
No. of Vacancies: 500+
Qualification : Minimum Graduation
Business Unit : Gold Loan
Location : PAN India
Department : Operations & Services
Relevant Experience : Should have knowledge of Gold Valuation
Functional Competencies
- Gold valuation techniques and knowledge of purity standards.
- Manage and mentor CSOV at the branch.
- 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.
Non-financial Responsibilities
- 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
Compliance And Risk Responsibilities
- Adhere to SOPs and internal/external audit norms in gold appraisal and disbursal.
- Ensure KYC norms and documentation processes are followed without deviation.
- Handle customer information securely and maintain data confidentiality.
- Support risk teams in identifying fraudulent transactions or irregular gold cases.
- Maintain proper records for inspection and ensure regulatory readiness.
Additional Requirements
- Must be physically fit and comfortable handling customer-facing tasks throughout the day.
- Familiarity with regional customer behaviour and language preferred.
- Ability to handle gold safely, securely, and accurately under pressure.
