Case Handler (Complaints Handling and Recoveries)

Area: Western Cape, working fully remotely for a UK company.

Salary: R30K – R40K CTC p.m. (depending on experience)

Company Overview:

My client is a high-growth Financial Services scale-up that launched in 2017. Backed by a combination of private equity, venture capital, and a specialist family office, the company has successfully secured significant debt investment to support rapid expansion. It offers innovative lending solutions within the legal and probate sectors, both of which represent substantial and growing markets.

The successful candidate will join a dynamic and supportive Loan Management team with significant scope for personal and professional development.

Role Overview:

As a Case Handler focusing on recoveries and complaints handling, you will manage a portfolio of customer cases, ensuring fair and timely resolution of complaints and efficient recovery of outstanding loan balances. This is a varied and fast-paced role, requiring strong communication skills, sound judgement, and a detail-oriented, customer-first approach. You will also play a key role in identifying root causes of complaints, recommending process improvements, and ensuring compliance with regulatory expectations including the FCAs Consumer Duty.

Key Responsibilities:

Recoveries & Case Management:

• Proactively manage a portfolio of accounts in recovery, identifying appropriate strategies to secure repayment.
• Liaise with solicitors and borrowers to assess case progression, legal settlement outcomes, and repayment timelines.
• Monitor breached or non-performing accounts, escalating high-risk cases and collaborating with legal partners where necessary.
• Conduct regular case reviews and update internal records and CRM systems with accurate, timely notes.
• Assist with processing loan term extensions, changes in borrower representation, and other loan facility adjustments.
• Support enforcement or litigation where required, including document drafting, briefing legal counsel and tracking legal spend.

Complaints Handling:

• Manage the end-to-end complaints process, ensuring timely responses in line with FCA regulations and internal SLAs.
• Investigate and resolve complaints by liaising with clients, solicitors, and internal stakeholders.
• Maintain comprehensive records of all complaints, investigations, and outcomes.
• Produce complaint outcome letters that are fair and clear.
• Identify trends or root causes of complaints and escalate insights to drive improvements in processes or product design.
• Ensure all complaints are handled in line with the companys Complaints Policy and Consumer Duty obligations.
• Support the preparation of FCA reports and internal MI relating to complaints.

Compliance & Reporting:

• Ensure all activity is aligned with FCA requirements, internal compliance policies (e.g. AML, GDPR), and ethical standards.
• Support internal and external audits by maintaining well-documented case files and supporting documentation.
• Contribute to operational reporting and provide regular case status updates to the Head of Credit and Senior Management.

Skills and Competencies:

• Experience in complaints handling, recoveries, or case management within financial services, legal, or consumer credit sectors preferred, but not essential as training will be provided.
• Knowledge of Family Law, Probate, or consumer credit lending is advantageous but not essential.
• Excellent communication skills both written and verbal with the ability to explain complex issues clearly and empathetically.
• Strong organisational skills with a high level of attention to detail.
• Confident decision-maker with the ability to assess risk and exercise sound judgement.
• Calm and resilient when dealing with sensitive or emotionally charged customer interactions.
• Comfortable working in a fast-paced, changing environment with a solutions-focused mindset.
• Team player with a proactive approach to continuous improvement and learning.

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