Senior Business Analyst
IIFL Home Finance · Mumbai · onsite · Posted 57d ago
Undisclosed0–3 yrsfulltimeSourced from
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About this role
CustomerCare Executive IIFL Gold Loan (Detailed JD)
RoleOverview
CoreResponsibilities
1. Customer Handling & Service
2. Documentation & KYC Processing
3. Loan Processing Support
4. Customer Follow-ups & Telecalling
5. Data Entry & MIS Management
6. Cash Handling Support (in some branches)
7. Branch Coordination
8. Compliance & Process Adherence
KeySkills Required FunctionalSkills
EligibilityCriteria
KPIs(Performance Metrics)
RealisticNature of the Role
Day-to-DayWork
CareerPath
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.
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
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
Graduate (preferred) or 12th pass
03 years of experience in:
Customer service
Banking/NBFC
Retail or telecalling
Freshers are often hired
Customer satisfaction levels
Accuracy of documentation
Turnaround time (TAT)
Number of customer interactions handled
Follow-up conversion (renewals, payments)
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
Typicalday includes:
Handling walk-in customers
Completing KYC and documentation
Coordinating loan processing
Calling customers for follow-ups
Updating system records
Growthopportunities in **IIFL Finance Gold Loan:
Customer Care Executive
Senior CCE / Operations Executive
Assistant Branch Manager
Branch Manager
Territory Manager
Sourced from naukri
Skills
Customer ExperienceGold LoanBusiness AnalystauditsCustomer QueriesCustomer HandlingLoan ProcessingBankingDisbursementoperationscomplianceData EntryKYCinboundexcelfinanceBranch OperationsCash HandlingNBFC
About IIFL Home Finance
IIFL Home Finance
NBFC
4.6k+
employees
Gurgaon / Gurugram, Haryana
India
₹6.6L PA avg
Avg at IIFL Home Finance
About
Provides a variety of financial services including loans and advisory, aiming to meet diverse client needs with convenient financial solutions.
Industries
NBFCFinancial Services
Employee ratings
10 reviews
3.8/ 5
Culture
4.0
Career growth
3.4
Work-life
4.2
Employees rate it well for
Overall Company38Compensation & Benefits37
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