Case Handler (Complaints Handling and Recoveries)
- Cape Town, Western Cape
- Permanent
- Full-time
Reporting to: Case Management and Recoveries Lead / Head of Credit
Location: HybridRole OverviewThis role focuses on managing a portfolio of customer cases, ensuring fair and timely resolution of complaints and effective recovery of outstanding loan balances. It is a varied and fast-paced position that requires excellent communication skills, strong attention to detail, sound judgement, and a customer-first approach. The successful candidate will also contribute to identifying root causes of complaints, recommending process improvements, and ensuring compliance with regulatory expectations, including the FCAs Consumer Duty.Key ResponsibilitiesRecoveries & Case ManagementProactively manage a portfolio of accounts in recovery, applying effective strategies to secure repaymentLiaise with solicitors and borrowers to assess case progression, settlement outcomes, and repayment timelinesMonitor breached or non-performing accounts, escalating high-risk cases where requiredConduct regular case reviews and update internal records and CRM systems with accurate notesProcess loan term extensions, borrower representation changes, and facility adjustmentsSupport enforcement or litigation, including drafting documents, briefing counsel, and tracking legal spendComplaints HandlingManage the full complaints process, ensuring timely responses in line with FCA regulations and internal SLAsInvestigate and resolve complaints by engaging with clients, solicitors, and internal stakeholdersMaintain thorough records of complaints, investigations, and outcomesDraft fair, clear, and accurate complaint outcome lettersIdentify complaint trends or root causes and escalate insights to improve processes and product designSupport the preparation of FCA reports and internal management information relating to complaintsCompliance & ReportingEnsure all activities comply with FCA regulations, AML, GDPR, and internal compliance policiesMaintain well-documented case files to support internal and external auditsContribute to operational reporting and provide regular case status updates to senior managementSkills & CompetenciesExperience in complaints handling, recoveries, or case management within financial services, legal, or consumer credit sectors (training will be provided if needed)Knowledge of Family Law, Probate, or consumer credit lending is advantageousExcellent verbal and written communication skills with the ability to explain complex issues empatheticallyStrong organisational skills with attention to detailConfident decision-making with the ability to assess and manage riskResilient and composed when handling sensitive or emotionally charged interactionsAdaptable to a fast-paced, evolving environment with a solutions-focused mindsetTeam player with a proactive approach to continuous improvement and learningWhy Join?Opportunity to be part of a mission-driven, award-winning teamInclusive and collaborative working environmentMeaningful work supporting people through complex legal and financial journeysComprehensive training and development with clear progression pathways
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