Customer Service Officer & Valuer
- AU Small Finance Bank
- 0 - 2 years
- Palanpur
- 2 months ago
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Job Description
To deliver superior customer service at the branch by handling gold loandisbursements and technical gold valuations. This dual-role position iscritical in ensuring both operational accuracy and customer satisfaction. Theincumbent is expected to coordinate between teams, ensure compliance, andsupport business generation through service excellence and gold loan portfoliomanagement.
FunctionalRole : CustomerService Officer & Valuer Gold Loan
No. of Vacancies: 500+
Qualification : Minimum Graduation
BusinessUnit : Gold Loan
Location : PAN India
Department : Operations & Services
RelevantExperience : Shouldhave knowledge of Gold Valuation
FunctionalCompetencies:
Goldvaluation techniques and knowledge of purity standards.
Manageand mentor CSOV at the branch.
Proficiencyin basic banking transactions (cash, NEFT, RTGS, FT, loan disbursals).
Abilityto handle customer queries and coordinate between departments for resolution.
Well-versedin English and local language; basic computer literacy.
Familiaritywith CASA account handling, documentation, and discrepancy resolution.
Abilityto maintain UV compliance and documentation standards.
BehaviouralCompetencies:
Customer-focusedwith a strong sense of integrity.
Detail-orientedand committed to process accuracy.
Patient,calm, and solution-oriented under pressure.
Ableto work collaboratively and supportively in team environments.
Professionaldemeanour and disciplined work ethic.
JobResponsibilities:
FinancialResponsibilities:
Conduct accurate gold valuationas per defined quality and purity parameters.
Drive net gold loan portfoliogrowth through quality sourcing and renewals.
Assist in recovery ofspurious/below 18 carat cases and coordinate NPA gold auctions.
Identify and close cross-sellopportunities (CASA, insurance, etc.) from walk-in customers.
Monitor overdue cases (DPD) andtake follow-up action for recovery or resolution.
Non-financialResponsibilities:
Processcustomer transactions including cash, gold loan, NEFT, RTGS, FT, etc.
SupportBOSM in branch lobby management and queue handling during peak hours.
Maintaintransaction accuracy, reduce discrepancies, and ensure TAT adherence.
Assistin empanelment of external gold valuers and coordination of valuation tasks.
Ensureproper documentation, UV compliance, and safe custody of pledged gold.
Provideback-up support to the Money Officer and other roles as needed.
Helpin resolving customer service issues, queries, and service deliverables.
Participatein business promotion and marketing activities at the branch level.
Timelyreporting of branch issues to concerned verticals and follow up as per matrix.
Submitgold loan documents to CPC post-audit, ensuring completeness and compliance.
Participatein training sessions and product/process refreshers for continuous learning
Complianceand Risk Responsibilities:
Adhere to SOPs andinternal/external audit norms in gold appraisal and disbursal.
Ensure KYC norms and documentationprocesses are followed without deviation.
Handle customer informationsecurely and maintain data confidentiality.
Support risk teams in identifyingfraudulent transactions or irregular gold cases.
Maintain proper records forinspection and ensure regulatory readiness.
Additional Requirements:
Must bephysically fit and comfortable handling customer-facing tasks throughout theday.
Familiaritywith regional customer behaviour and language preferred.
Ability tohandle gold safely, securely, and accurately under pressure.
Job Classification
Industry: BankingFunctional Area / Department: BFSI, Investments & TradingRole Category: Trading, Asset & Wealth ManagementRole: Equity DealerEmployement Type: Walk-insContact Details:
Company: AU Small Finance BankLocation(s): Palanpur
Keyskills: money transfer customer service cash handling banking operations accounting cashier activities sales branch management gold marketing branch operations valuation operations jewellery gold valuation gold loan gold loan operations appraisal finance
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