Senior Business Analyst

CustomerCare Executive IIFL Gold Loan (Detailed JD)

RoleOverview

A CustomerCare Executive (CCE) at IIFLFinance (Gold Loan division) is responsible for handlingcustomers at the branch, supporting loan processing, and ensuringsmooth service experience .

Insimple terms:

Youare the first point of contact for customers and the support systemfor the branch team.

**CoreResponsibilities**     

1. Customer Handling & Service

Welcome and assist walk-in customers

Understand customer requirements (loan, renewal, closure)

Explain:

Gold loan process

Interest rates

Repayment options

Ensure excellent customer experience and quick service

2. Documentation & KYC Processing

Collect and verify:

Aadhaar / PAN

Address proof

Photographs

Ensure proper KYC compliance as per RBI norms

Fill and process loan application forms

Maintain accurate customer records

3. Loan Processing Support

Coordinate with:

Gold Appraiser

Branch Manager

Assist in:

Loan entry in system

Documentation completion

Ensure fast turnaround time (TAT) for disbursement

4. Customer Follow-ups & Telecalling

Call customers for:

Loan renewals

Interest payments

Overdue reminders

Handle inbound customer queries

Maintain relationship with existing customers

5. Data Entry & MIS Management

Enter customer and loan details into company systems

Maintain:

Daily transaction records

Customer database

Generate basic reports for branch operations

6. Cash Handling Support (in some branches)

Assist in:

Cash collection (interest/repayment)

Receipt generation

Ensure proper cash reconciliation at end of day

7. Branch Coordination

Support smooth coordination between:

Customers

Appraisers

Sales staff

Help manage:

Customer queue

Branch workflow

8. Compliance & Process Adherence

Follow:

Company policies

RBI guidelines

Ensure error-free documentation

Support audits and verification processes

**KeySkills Required**       **FunctionalSkills**  

Basic knowledge of:

Banking/NBFC processes

Documentation & KYC

Computer skills (MS Excel, data entry systems)

**BehavioralSkills**  

Good communication (Hindi/English + local language)

Customer handling & patience

Attention to detail

Multitasking ability

**EligibilityCriteria**  

Graduate (preferred) or 12th pass

03 years of experience in:

Customer service

Banking/NBFC

Retail or telecalling

Freshers are often hired

**KPIs(Performance Metrics)**  

Customer satisfaction levels

Accuracy of documentation

Turnaround time (TAT)

Number of customer interactions handled

Follow-up conversion (renewals, payments)

**RealisticNature of the Role**  

Entry-level role in NBFC structure

Repetitive but fast-paced work

High interaction with customers

Moderate pressure during peak business hours

Important support role but not core decision-making

**Day-to-DayWork**  

Typicalday includes:

Handling walk-in customers

Completing KYC and documentation

Coordinating loan processing

Calling customers for follow-ups

Updating system records

**CareerPath**  

Growthopportunities in **IIFL Finance Gold Loan:

Customer Care Executive

Senior CCE / Operations Executive

Assistant Branch Manager

Branch Manager

Territory Manager