Case Handler
2 weeks ago
Job Title: Case Handler (Complaints Handling and Recoveries)Reporting to: Case Management and Recoveries Lead / Head of CreditLocation: 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
-
Case Handler
1 week ago
Cape Town, South Africa The Legends Agency Full timeJob Specification: Case HandlerJob Title: Case HandlerReporting to: Case Management Lead & Head of CreditRole OverviewWe 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...
-
Claims Handler- German Speaking
1 week ago
Cape Town, South Africa Collinson Full time**The Collinson Group**the Collinson Group, that proudly employ over 1,100 talented individuals in over 20 locations world-wide and we are dedicated to helping our clients acquire, retain and optimize the value of their customer relationships. Some of our products and services include Priority Pass, the world’s largest independent airport VIP lounge access...
-
Customer Experience Executive
4 weeks ago
Cape Town, South Africa Protect Group Full timeCustomer Experience Executive - Protect Group Location: Cape Town, South Africa Contract: Permanent, Full-Time Hours: Sunday - Thursday 8am - 6pm Language requirements: Fluent, business-level written and spoken English is essential. Any additional languages will be greatly beneficial. Application Method: Please ensure that you apply with a CV written in...
-
Assistance Coordinator
22 hours ago
Cape Town, South Africa Healix Full timeReporting to the Regional Manager, the Assistance Coordinator will be responsible for providing proactive, professional and timely responses and administration for all travel and medical assistance requests and cases by delivering cost effective and customer focused solutions. The basic salary for the role is R18'500 per month plus uplift for weekend and...
-
Claims Handler- Spanish speaking
2 weeks ago
Cape Town, Western Cape, South Africa Collinson Full time R90 000 - R120 000 per yearCollinson is a global loyalty and benefits company.We use our expertise and products to craft customer experiences which enable some of the world's best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products...
-
Claims Handler- Italian Speaking
2 weeks ago
Cape Town, Western Cape, South Africa Collinson Full time R104 000 - R208 000 per yearCollinson is a global loyalty and benefits company.We use our expertise and products to craft customer experiences which enable some of the world's best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products...
-
Customer Experience Executive
3 days ago
Cape Town, Western Cape, , South Africa Protect Group Full time R104 000 - R208 000 per yearCustomer Experience Executive - Arabic SpeakingLocation: Cape Town, South AfricaContract: Permanent, Full-TimeHours: Sunday - Thursday 8am - 6pmLanguage requirements: Fluent, business-level written and spoken Arabic and English is essential. Any additional languages will be greatly beneficial.Application Method - Please ensure that you apply with a CV...
-
Claims Handler- Italian Speaking Cape Town
2 weeks ago
Cape Town, South Africa Collinson Group Full timeCollinson is a global loyalty and benefits company. We use our expertise and products to craft customer experiences which enable some of the world’s best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products...
-
Cape Town, South Africa Collinson Group Full timeThe Collinson Group the Collinson Group, that proudly employ over 1,100 talented individuals in over 20 locations world-wide and we are dedicated to helping our clients acquire, retain and optimize the value of their customer relationships. Some of our products and services include Priority Pass, the world’s largest independent airport VIP lounge access...
