Job Openings Case Handler

About the job Case Handler

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