1.     Responsibility to receive/make comprehensive inbound, as well as outbound telemarketing, follow call at the designated branch. should be able to explain the concept of Deposit, Gold Loan, and Other Products either over the phone itself or by inviting them to the office.

2.     Responsible for maintaining and updating of CCE Register, Conversion register, and prospects register and getting them checked by BM on a daily basis moreover she is responsible for maintaining a computerized database and ensuring both customer profile and contact details.

3.     Should have precise knowledge about all products.

4.     Proper filing of application along with KYC in all Products and customers.

5.     Tele-calling / Follow up on leads given by branch staff/sales team and Corporate office.

6.     Coordinate customer walk-in branch. Explain product details to customers and suggest schemes based on need analysis.

7.     Conduct self-gold appraisal and gold valuation and inform gold loan amount. Manage gold valuation process including verifying the ID Proof/address of the customer.

8.     Update valuation details in the system i.e. Gold portal and loan booking system.

9.     Process understanding, KYC Knowledge, understanding of the documentation required, Product /Competition Knowledge, timely checking of the purity of Acid & Salt.

10. Gold loan file disbursal in the system & Ensure loan processing is completed within stipulated TAT.

i.     Complete the Pledge form/Gold application form with the signature of the Customer, the Appraiser, and the BM/AM.

ii.     Handover the details to the Cashier for the payment of the amount

iii.     Responsible for proper packing of Gold as per policy

iv.     Safe Custody of gold packets in the office, record it as per process.

v.     Ensure the pawn ticket is handover to the customer.

11. Customer follow-ups

i)        Coordinate with the central tele-calling team for collections follow-up for payments from overdue borrowers.

ii)      Follow up with pending customer and ensure that customer does not cross 60 days bucket.

iii)    Timely issuing 3 months / 6 months / 9 Months / 4th & Final Notice to over dues customers & maintain Gold Loan Notice Register on proper way.

12. Maintaining the following Gold Loan Related Registers as per policy.

i)         Gold Loan Register

ii)       Gold In & Out Register

iii)     Gold Loan Notice Register

iv)     Gold Loan Take Over Register

13. Ensure to Gold Audit compliance is fulfilled within a specific period and also support Auditors to cooperate fully with all internal audits.

14. Take care of the Auction Gold process.

15. Maintain clean and tidy checkout areas.

16. Business Loan/Personal Loan entry

17. Take care of Loan refinance

18. Sub Debt Reg, Loan Reg. Other Registers are to be maintained.

19. Should call all customers before the due date of their interest payment or loan repayment.

20. Should make at least 20 new customers productive telephonic calls every day without fail.

21. Contact all customers who have defaulted in the daily collection.

22. Should ensure that daily CRE Report & Marketing Report before 5.30 PM every day to HO.

23. The above duties and responsibility are only illustrative, not exhaustive, Customer Care Executive can also be assigned any other duty as required from time to time.