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