Role Purpose
To drive acquisition, servicing, and portfolio growth for the Gold Loan business by delivering a superior customer experience, ensuring accurate gold appraisal and loan processing, and maintaining strong customer relationships while adhering to compliance and operational standards.
________________________________________
Key Responsibilities
1. Business Acquisition & Portfolio Growth
• Source new gold loan customers through branch walk-ins, local market outreach, and referrals
• Achieve monthly disbursement and revenue targets for gold loan products
• Identify cross-sell/up-sell opportunities (insurance, other loan products, etc.)
• Build and manage a healthy customer pipeline within the branch catchment
(Aligned from profiles handling sales, customer acquisition, and relationship management)
________________________________________
2. Gold Loan Processing & Disbursement
• Conduct preliminary gold appraisal/valuation and coordinate with appraisers where applicable
• Process gold loan applications including documentation, KYC verification, and eligibility checks
• Ensure accurate loan booking, disbursement, renewal, and closure within defined TAT
• Maintain high accuracy in documentation and system entries
________________________________________
3. Customer Relationship Management
• Build strong, long-term relationships with customers to ensure retention and repeat business
• Provide advisory support to customers on loan products and financial needs
• Handle customer queries, complaints, and service requests effectively
(Derived from CRM and customer handling responsibilities across profiles)
________________________________________
4. Gold Custody & Operational Support
• Support branch in gold packet handling, tagging, and safe custody processes
• Ensure proper documentation and audit trail for pledged gold
• Assist in reconciliation activities under guidance of branch operations
________________________________________
5. Compliance & Risk Adherence
• Ensure adherence to KYC norms, internal policies, and regulatory guidelines during loan processing
• Maintain vigilance against fraud and deviations in gold appraisal or documentation
• Support audit requirements including documentation verification and data readiness
________________________________________
6. Market Intelligence & Local Outreach
• Monitor local competition, gold rates, and customer trends in the catchment area
• Build relationships with local connectors (jewelers, agents, influencers) to drive sourcing
• Participate in branch-level campaigns and promotional activities
________________________________________
Key Skills & Competencies
(Consolidated across all 3 profiles)
• Gold loan operations & appraisal basics
• Sales orientation & target achievement
• Customer relationship management (CRM)
• KYC & documentation handling
• Cash handling & basic operational processes
• Communication & interpersonal skills
• Basic MS Excel / computer skills
Qualification
• Graduate (B.Com / BBA / BCA / BA preferred)
• Certification in gold appraisal (preferred but not mandatory)
Tata Capital Limited is a subsidiary of Tata Sons Limited. The Company is registered with the Reserve Bank of India as a Core Investment Company and offers through itself and its subsidiaries fund and fee-based financial services to its customers, under the Tata Capital brand.
As a trusted and customer-centric, one-stop financial services provider, Tata Capital caters to the diverse needs of retail, corporate and institutional customers, across various areas of business namely the Commercial Finance, Infrastructure Finance, Cleantech Finance, Wealth Management, Consumer Loans and distribution and marketing of Tata Cards. Tata Capital has over 500+ branches spanning all critical markets in India.
