Disputes/Chargeback Excellence Specialist

Capital on Tap; Cardiff; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A financial services company in Cardiff seeks a Subject Matter Expert in Disputes/Chargeback to ensure exceptional customer service by expert handling of disputes and leading training initiatives. Ideal candidates will have experience in financial services, strong analytical skills, and effective communication abilities. This hybrid role involves collaborating with teams to enhance processes and drive operational excellence while working from the Cardiff office three days a week.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

6 free therapy sessions annually

Dog Friendly Offices

Free drinks and snacks

Qualifications

• Experience in a regulated financial services environment.
• Ability to identify key trends and improvement opportunities.
• Capacity to establish priorities in a fast-paced environment.

Responsibilities

• Handle complex disputes and submissions, ensuring compliance.
• Design and maintain the Training and Competency scheme.
• Implement process improvements to enhance customer experience.

Skills

Analytical mindset

Effective communication

Relationship management

Organizational skills

Understanding of dispute management tools

Job description

As a Subject Matter Expert in Disputes/Chargeback, you will ensure exceptional customer service by expertly handling complex disputes, leading all team training, and collaborating with departments to identify and implement process improvement opportunities.

Responsibilities

• Expertly handle complex disputes, representments, pre-Arbitrations and submissions, ensuring compliance with regulatory requirements and card scheme rules.
• Own the design, implementation, and maintenance of the departmental Training and Competency (T&C) scheme, ensuring all training materials are current and regularly updated.
• Establish robust knowledge management practices and facilitate the sharing of best practices to enhance team capabilities and knowledge.
• Provide technical expertise to key projects and operational pilots, establishing success metrics, tracking performance, capturing detailed post‑implementation learnings, and validating readiness for full‑scale rollout.
• Drive operational excellence by serving as the process improvement champion, partnering with stakeholders to implement updated processes and new workflows that maximise efficiency and elevate the customer experience.
• Champion engagement, recognition, and team development initiatives, coordinating colleague communications to foster connection, alignment, and a shared sense of purpose.

Qualifications

• 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.

About 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.

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.

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

Great Work Deserves Great Perks – we keep the office fun with a pool table, arcade machine, beer tap, and a couple of office dogs.