Irresponsible Lending Claim Handler

Job Title: Irresponsible Lending Claim Handler

Salary: PHP 18,000 per month

Job Type: Full-time

Location: Office-based (Philippines)

Overview

We are looking for an experienced Irresponsible Lending Claim Handler to manage a caseload of consumer credit complaints involving payday loans, instalment loans, credit cards, overdrafts and other regulated credit products. The role focuses on assessing affordability issues, drafting complaint letters, managing lender responses and progressing claims through to resolution. You will be responsible for ensuring cases meet FCA, FOS and internal quality standards.

Key ResponsibilitiesCase Review & Merits Assessment

• Review new IRL cases and assess the merits of an affordability complaint.
• Analyse loan histories, bank statements, credit files and client questionnaires to identify evidence of repeated lending, rollovers, hardship, or escalating debt.
• Apply FCA CONC rules, affordability guidance, DISP rules and relevant FOS decisions.

Client Communication

• Conduct welcome calls and clarification calls to gather any missing information.
• Provide updates at all key stages: complaint drafted, submitted to lender, lender response, FOS referral and settlement.
• Explain complaint grounds, timelines, lender procedures and possible outcomes.

Drafting & Complaint Handling

• Draft structured, evidence-based Letters of Complaint outlining breaches of affordability and responsible lending rules.
• Submit complaints to lenders and manage all responses, including requests for information, rejections, offers and final responses.
• Follow up with lenders on overdue responses in line with FCA and internal service standards.

Escalation to the Financial Ombudsman Service (FOS)

Prepare cases for FOS escalation, including:

• Detailed case summaries
• Lending chronology
• Bank statement assessment
• Client hardship statements
• Supporting documentation bundles
• Respond to adjudicator or ombudsman queries within required timeframes.

Compliance & Risk Management

• Maintain accurate and timely updates on the case management system (Proclaim/CRM).
• Adhere to FCA, GDPR, SRA and internal quality standards.
• Identify vulnerable clients and escalate concerns when necessary.
• Ensure all actions are fully recorded for audit purposes.

Skills & Experience Required

• Experience handling financial complaints or lending disputes involving affordability issues.
• Strong knowledge of FCA CONC rules, responsible lending requirements and affordability assessments.
• Excellent written communication skills with the ability to draft clear, well-evidenced complaints.
• Ability to interpret financial data, bank statements and lending patterns.
• Strong analytical and problem-solving abilities.
• Comfortable managing high-volume caseloads and working to deadlines.
• Experience with case management systems (Proclaim preferred).
• High attention to detail and accuracy.

Key Competencies

• Analytical thinking and evidence evaluation
• Strong drafting and written accuracy
• Effective communication with clients and lenders
• Organisation and task prioritisation
• Compliance and regulatory awareness
• Ability to meet performance targets
• Team collaboration and willingness to support colleagues

Job Type: Full-time

Pay: Php18,000.00 per month

Benefits:

• Work from home

Work Location: Remote