Case Handler

SUMMARY:
Cape Town

POSITION INFO:

Job Specification: Case Handler

Job Title: Case Handler
Reporting to: Case Management Lead & Head of Credit

Role Overview

We are seeking a highly organised and detail-oriented Case Handler to join our Loan Management team. The role involves managing a caseload of legal-finance-related cases, ensuring accurate record-keeping, compliance with regulations, and supporting borrowers and solicitors through the repayment journey. The successful candidate will play a key role in safeguarding loan repayments and ensuring the smooth running of case and facility management processes.

Key Responsibilities

Case Management

• Manage a personal caseload with regular case reviews

• Obtain updates from solicitors and borrowers on legal cases and repayments

• Maintain accurate loan management system records and internal files

• Review legal settlements to confirm repayment routes and identify risks

• Report case statuses and escalate potential issues to senior team members

• Process loan term extensions, refinances, and solicitor firm changes

• Collect and monitor customer feedback, identifying trends and potential product/process improvements

Loan Facility Management

• Process invoices, obtain client authorisation, and update the CRM

• Issue account statements, redemption statements, and annual statements

• Manage redemption processes in collaboration with Finance

• Monitor facility usage against case progress

• Conduct initial assessments of potential loan increases before referral to Underwriting

Document Management & Compliance

• File and verify executed documentation

• Ensure all documentation is collected and obligations met by all parties

• Adhere to compliance standards including AML, data protection, and FCA regulations

Skills & Competencies

• Background in recoveries, case management, financial services, legal, or consumer credit sectors (training provided if needed)

• Knowledge of Family Law, Probate, or consumer credit lending advantageous

• Excellent written and verbal communication skills with the ability to explain complex matters empathetically

• Strong organisational skills and attention to detail

• Confident decision-making with sound risk assessment and judgement

• Resilient and calm when handling sensitive or emotionally charged interactions

• Adaptability to a fast-paced, evolving environment with a solutions-focused mindset

• Team player with a proactive approach to improvement and learning

Why Join?

• Be part of a mission-driven, award-winning team

• Inclusive and collaborative working culture where your input matters

• Opportunity to support people through complex financial and legal journeys

• Comprehensive training, development, and clear progression pathways