Disputes Officer

3 months ago

Cardiff, United Kingdom Capital on Tap Full time

Running a business is hard, we make it easier. We provide an all-in-one business credit card & spend management platform, built for SMEs. Over 200,000 small businesses have spent more than £8 billion on their Capital on Tap Business Credit Cards.

**The Role**:
This is an exciting and challenging position for a highly motivated, customer focused and confident individual who is looking to be part of a high growth financial services business. Reporting to the Card Fraud & Disputes Manager, you will be part of a busy team responsible for the day-to-day management and resolution of all cardholder transaction disputes referred over by the Customer Service Team.

**Responsibilities**
- Engage with cardholders to advise on card transaction queries and evaluate the most effective dispute type
- Evaluate dispute claims to establish chargeback rights & or dispute validity
- Investigate the information supplied by the cardholder on the completed transaction disputes form, supporting documentation and any relevant customer communication with NWC, spending patterns and dispute history
- Compile information and prepare cases for raising a chargeback
- Keep up to date with the Visa Core Rules & Visa Product Services Rules including Dispute Time Limits to ensure we are compliant and successful with claims submitted
- Communicating directly with customers as part of ongoing fraud investigations to establish circumstances and additional information, before providing a fair and logical decision
- Proactively identifying fraudulent transaction trends through data analysis and sharing findings with Fraud to update our internal card rules for future loss prevention.
- Actively managing workloads to ensure all SLA's & Visa timeframes are adhered to

**About you**:

- At least 1+ year working within the card / payments industry
- You should have first class communication skills, both verbal and written, and be able to work within the regulatory timescales.
- Self-motivated, able to operate independently.
- Demonstrates ownership and accountability for issues with a high attention to detail.
- An excellent work ethic with a real desire to drive improvement and a proven ability to enhance customer satisfaction levels

**What you get in return**:
In addition to a great environment in a buzzing location we also offer:
Private Healthcare, Worldwide Travel Insurance and Dental Cover through Vitality
Anniversary Rewards (£250, £500, £1000, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
️ 28 days holiday (plus bank holidays) (pro rata)
Annual Learning Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

We place a huge emphasis on continual learning and have created an environment where this is possible every day. Internal mobility is important to us and our goal is to help every employee realise their aspirations. Why not check out **here** what you need to do to progress in this role at Capital on Tap.

Check out more of our benefits, values and mission here.

If you want to keep updated on future opportunities at Capital on Tap follow our company page here.

**Diversity and Inclusion**:
**How to Apply**:

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