About the role
A Customer Care Executive (CCE) at IIFL Finance (Gold Loan division) is responsible for handling customers at the branch, supporting loan processing, and ensuring smooth service experience.
In simple terms:
“You are the first point of contact for customers and the support system for the branch team.”
🎯 Core Responsibilities 1. 🤝 Customer Handling & ServiceWelcome 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 ProcessingCollect 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 SupportCoordinate with:
Gold Appraiser
Branch Manager
Assist in:
Loan entry in system
Documentation completion
Ensure fast turnaround time (TAT) for disbursement
4. 📞 Customer Follow-ups & TelecallingCall customers for:
Loan renewals
Interest payments
Overdue reminders
Handle inbound customer queries
Maintain relationship with existing customers
5. 📊 Data Entry & MIS ManagementEnter 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 CoordinationSupport smooth coordination between:
Customers
Appraisers
Sales staff
Help manage:
Customer queue
Branch workflow
8. ⚖️ Compliance & Process AdherenceFollow:
Company policies
RBI guidelines
Ensure error-free documentation
Support audits and verification processes
🧠 Key Skills Required 🔹 Functional SkillsBasic knowledge of:
Banking/NBFC processes
Documentation & KYC
Computer skills (MS Excel, data entry systems)
🔹 Behavioral SkillsGood communication (Hindi/English + local language)
Customer handling & patience
Attention to detail
Multitasking ability
🎓 Eligibility CriteriaGraduate (preferred) or 12th pass
0–3 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)
🧩 Realistic Nature of the RoleEntry-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-Day WorkTypical day includes:
Handling walk-in customers
Completing KYC and documentation
Coordinating loan processing
Calling customers for follow-ups
Updating system records
🚀 Career PathGrowth opportunities in **IIFL Finance Gold Loan:
Customer Care Executive ⬇
Senior CCE / Operations Executive ⬇
Assistant Branch Manager ⬇
Branch Manager ⬇
Territory Manager