Disputes/Chargeback Resolution Specialist

1 day ago

Cardiff, Cardiff, United Kingdom Capital on Tap Full time

We're Capital on Tap
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?
We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

This is a Hybrid role, the Fraud and Disputes team works from our Cardiff City Centre Offices 3 days per week.

What You'll Be Doing
As a Subject Matter Expert in Disputes/Chargeback, you will ensure exceptional customer service by expertly handling complex disputes and collaborating with departments to identify and implement process improvement opportunities.

Lead the end-to-end resolution of complex disputes, including representments, pre-arbitrations, and arbitration submissions, while ensuring full compliance with regulatory requirements and card-scheme rules.Serve as the primary subject matter expert and escalation point for high-risk, sensitive, or unresolved cases requiring advanced judgment and expertise.Conduct deep investigative analysis of transactions, fraud patterns, merchant behaviors, and systemic dispute drivers to strengthen fraud prevention and operational controls.Partner cross-functionally with Product, Engineering, Risk, and Customer Support teams to enhance workflows, improve dispute accuracy, and elevate the customer journey.Support leadership by contributing to process documentation, operational playbooks, and performance metrics that drive quality, consistency, and efficiency, and may also involve providing mentorship and training to junior dispute officers.Develop or support training materials for front-line customer service teams to ensure proper dispute intake and clear, accurate guidance for cardholders.Handle escalated verbal and written cardholder complaints, offering clear, transparent, and compliant explanations of the dispute process, regulatory requirements, and outcomes.

We're Looking For

A Disputes Subject Matter Expert with demonstrable experience working in a regulated, financial services environment. A strong analytical mindset and ability to identify key trends and improvement opportunities. An exceptionally organised individual capable of establishing clear priorities and developing detailed activity schedules within a fast-paced and dynamic environment. A highly effective communicator possessing excellent relationship management skills, fostering effective interaction and collaboration with key stakeholders. A deep understanding of dispute management tools.

Diversity & Inclusion 
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing 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

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

Interview Process
First stage: 30 minute intro and values call with Talent Partner (Video call)
Second stage: 45 minute CV overview with Team Manager (Video call)
Final stage: 60 minute technical assessment with Head of Department (In person)

Other Info
Check out our 'Top Tips' for interviewing.
Keep updated on new job opportunities by following us on Linkedin.
Email if you have any questions.

Excited to work here? Apply
If you'd like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

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