Case Handler
IS Recruitment
- London
- Permanent
- Full-time
- Case management:
- Managing your own case load and conducting regular reviews of your cases, including:
- Obtaining regular updates on legal cases and repayments from solicitors and borrowers
- Comprehensive reviews of the status of the case
- Confirming adherence to the provisioning policy
- Maintaining clear records of updates on the loan management system and internal files
- Collecting and logging data relating to borrowers and their legal cases
- Reviewing legal settlements to identify the route to repayment
- Analyse actual legal settlements versus Level’s underwriting
- Updating senior members of the team on the status of cases on a regular basis and reporting any potential issues or breaches
- Reviewing legal settlements and ensuring that all parties have met their obligations to my client and that loan repayment is secure
- Escalating any possible issues & working with the Case Management and Recoveries Lead to remedy any breaches or other problems
- Processing loan term extensions, refinances and changes in solicitor firm
- Collecting and monitoring customer feedback and identifying any trends or the need for any changes to products or processes in line with the FCA’s Consumer Duty
- Loan facility management:
- Processing all invoices received, obtaining client authorisation for payment, and uploading to the CRM
- Issuing statements of account, redemption statements & annual statements
- Informing Head of Credit and Finance team of any expected repayments and managing redemption process
- Monitoring facility usage versus progress in the underlying litigation
- Identifying and conducting an initial assessment on any possible loan increases before referring to Underwriting
- Document management & Compliance:
- Checking and filing all executed documentation
- Obtaining any outstanding documentation and ensuring all parties meet their obligations
- Ensuring the Company’s compliance policies e.g. AML/data protection etc are adhered to in line with FCA regulations
- Experience in 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.