Case Handler (Complaints Handling and Recoveries)

SUMMARY:
As a Case Handler, you will manage a portfolio of accounts with a dual focus on complaint handling and recoveries.

POSITION INFO:

Case Handler (Complaints Handling and Recoveries)

Join a Mission-Led, Award-Winning Fintech Supporting Legal and Probate Clients

Financial Services | Cape Town (Remote Start, Hybrid Later) | Market-Related | 9 - 5 UK Hours

About Our Client

Our client is a high-growth Financial Services scale-up founded in 2017, offering innovative lending solutions across the legal and probate sectors. Backed by private equity, venture capital, and a specialist family office, the business has secured substantial debt investment to fuel its expansion. With a collaborative and entrepreneurial culture, they''ve built a multi-award-winning team and are known for empowering employees in a mission-driven, accountable, and supportive environment.

The Role: Case Handler (Complaints Handling and Recoveries)

As a Case Handler, you will manage a portfolio of accounts with a dual focus on complaint handling and recoveries. This role involves ensuring fair and timely resolution of complaints while pursuing the effective recovery of outstanding balances. You''ll work closely with solicitors, clients, and internal teams to uphold regulatory standards, improve internal processes, and protect the interests of both the business and its borrowers.

Key Responsibilities

• Proactively manage recovery cases, identifying and executing repayment strategies.
• Liaise with solicitors and borrowers to assess case outcomes and timelines.
• Monitor and escalate non-performing or high-risk accounts as needed.
• Maintain accurate records and update CRM systems consistently.
• Assist in processing loan adjustments such as term extensions or representation changes.
• Support legal enforcement by preparing documents and coordinating with legal counsel.
• Manage the full complaints process in line with FCA regulations and internal SLAs.
• Investigate, resolve, and document complaints with fairness and empathy.
• Produce outcome letters and track complaint trends for internal reporting.
• Ensure adherence to FCA, AML, GDPR, and company compliance standards.
• Contribute to operational and regulatory reporting and audit readiness.

About You

• Experience in complaints handling, recoveries, or case management (preferably in financial services, legal, or consumer credit sectors).
• Familiarity with Family Law, Probate, or consumer credit lending is advantageous.
• Excellent verbal and written communication skills.
• Strong organisational skills with exceptional attention to detail.
• Sound judgement and confident decision-making ability.
• Resilient and empathetic when handling sensitive customer cases.
• Adaptable, solutions-oriented, and calm under pressure.
• Proactive team player with a continuous improvement mindset.