Job Description

Job Title: Experienced Claims Handler - Car Finance & Irresponsible Lending

Overview:
We are seeking an experienced and highly organised Claims Handler to manage a reasonable and steady caseload of Car Finance and Irresponsible Lending (IRL) claims. This role requires strong technical ability, excellent client communication skills, and previous experience running financial claims from initial instruction through to settlement. You will be responsible for progressing files efficiently, meeting internal SLAs, and achieving positive outcomes for clients.

Key Responsibilities:

Manage a live caseload of Car Finance and Irresponsible Lending claims, ensuring all matters progress within agreed timelines. Conduct detailed file reviews, identify key issues, and formulate appropriate strategies for progressing each case. Liaise directly with clients to gather information, provide updates, and set realistic expectations throughout the claim lifecycle. Draft and send Letters of Complaint, financial assessments, disclosure requests, and other key documents. Analyse financial documentation, lending history, and vehicle finance data to identify breaches, affordability issues, undisclosed commissions, and compensatory entitlements. Communicate with defendants, lenders, dealerships, and financial institutions to obtain disclosure, negotiate settlements, and resolve enquiries. Ensure accurate and complete recording of all activity on the case management system. Work with internal teams, including management, compliance, and operations, to ensure cases progress smoothly and meet required standards. Handle challenging or vulnerable clients with professionalism, empathy, and clarity. Manage deadlines and limitation concerns proactively. Meet productivity targets, maintain required unit output, and contribute positively to team performance.
Required Experience:

Minimum 2 years' experience handling financial claims, car finance complaints, consumer credit disputes, or similar regulated case types. Strong understanding of Irresponsible Lending claims, undisclosed commission claims, FCA principles, affordability assessments, and complaint escalation routes. Experience running cases to successful financial outcome, including negotiation and settlement. Ability to interpret bank statements, credit reports, loan documents, vehicle finance agreements, and lender disclosures. Proven ability to manage a reasonable and varied caseload with competing deadlines. Excellent written and verbal communication skills. Confident in using case management systems and working in a target-driven environment.
Desirable:

Experience with PCP, HP and PCH finance Knowledge of FOS processes, lender complaints procedures, redress calculations, and potential group-based outcomes. Experience within a law firm or regulated claims environment. Understanding of vulnerable client handling and safeguarding considerations.
Personal Attributes:

Highly organised, detail-focused, and proactive. Strong problem-solving skills and confidence making decisions. Professional, calm, and clear communicator. Ability to work independently while contributing to team goals. Client-focused mindset with a commitment to delivering high-quality service.
Package:

Competitive salary based on experience. Performance-based incentives. Opportunities for progression within a growing department. Supportive environment with strong operational, compliance, and technical backing.
Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Work Location: In person