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
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Manage a personal caseload with regular case reviews
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Obtain updates from solicitors and borrowers on legal cases and repayments
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Maintain accurate loan management system records and internal files
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Review legal settlements to confirm repayment routes and identify risks
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Report case statuses and escalate potential issues to senior team members
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Process loan term extensions, refinances, and solicitor firm changes
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Collect and monitor customer feedback, identifying trends and potential product/process improvements
Loan Facility Management
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Process invoices, obtain client authorisation, and update the CRM
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Issue account statements, redemption statements, and annual statements
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Manage redemption processes in collaboration with Finance
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Monitor facility usage against case progress
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Conduct initial assessments of potential loan increases before referral to Underwriting
Document Management & Compliance
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File and verify executed documentation
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Ensure all documentation is collected and obligations met by all parties
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Adhere to compliance standards including AML, data protection, and FCA regulations
Skills & Competencies
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Background in recoveries, case management, financial services, legal, or consumer credit sectors (training provided if needed)
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Knowledge of Family Law, Probate, or consumer credit lending advantageous
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Excellent written and verbal communication skills with the ability to explain complex matters empathetically
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Strong organisational skills and attention to detail
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Confident decision-making with sound risk assessment and judgement
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Resilient and calm when handling sensitive or emotionally charged interactions
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Adaptability to a fast-paced, evolving environment with a solutions-focused mindset
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Team player with a proactive approach to improvement and learning
Why Join?
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Be part of a mission-driven, award-winning team
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Inclusive and collaborative working culture where your input matters
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Opportunity to support people through complex financial and legal journeys
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Comprehensive training, development, and clear progression pathways
