Disputes Officer

Capital on Tap; Cardiff; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

Electric car lease scheme

28 days holiday

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Job summary

A growing fintech company in Cardiff is seeking a customer-focused professional for the Disputes team to manage cardholder disputes process. The role involves engaging with customers, conducting investigations, and ensuring compliance with regulatory standards. The ideal candidate will possess experience in the cards or payments industry, showcasing strong investigation skills and accountability. The position offers a hybrid working model and various benefits, including private healthcare and a generous holiday allowance.

Qualifications

• Experience within the cards or payments industry.
• Ability to manage a complex caseload within regulatory timescales.
• Strong investigation skills and accuracy in handling cases.

Responsibilities

• Engage with cardholders to resolve transaction queries.
• Conduct detailed investigations analyzing transaction data.
• Prepare and submit chargebacks ensuring compliance.

Skills

Experience in cards or payments industry

Ability to manage complex caseload

Strong investigation skills

Self-starter with accountability

Strong work ethic and process improvement

Job description

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.

📈Check out the development opportunities in the Disputes team.

📍 Cardiff | 🏢 3 days in office, 2 from home. You'll work from the office for your first 12 weeks whilst you get set up in your new role.

Disputes Team ✨

We're looking for a confident, customer‑focused professional to take full ownership of the cardholder disputes process. Rather than simply processing tickets, you'll manage each case from start to finish — investigating thoroughly, engaging with customers, assessing evidence, and making balanced decisions that deliver fair, consistent outcomes. You'll play a key role in protecting the customer experience while ensuring every decision meets regulatory standards and upholds the integrity of our processes.

What You'll be Doing 🚀

• Engage with cardholders to resolve transaction queries and agree on the most effective dispute approach.
• Assess claims to determine validity and confirm chargeback eligibility.
• Conduct detailed investigations, analysing transaction data, documentation, spending patterns, and dispute history.
• Prepare and submit chargebacks for UK and US cases, ensuring full compliance with Visa regulations and timeframes.
• Communicate with customers throughout fraud investigations, gathering evidence and delivering fair, evidence‑based decisions.
• Monitor fraud trends and collaborate with internal teams to strengthen controls and prevent future losses.

We're Looking For 🔍

• Experience within the cards or payments industry, with specific exposure to card scheme core rules and FCA regulations.
• Proven ability to manage a complex caseload within regulatory timescales and internal SLAs.
• A self‑starter who can operate independently, taking full ownership and accountability for their decisions.
• Meticulous investigation skills, ensuring accuracy in every case.
• A strong work ethic with a desire to identify process improvements and drive higher customer satisfaction.

Interview Process 🤝

• Stage 1: First stage: 30‑minute intro and values call with a Talent Partner (Video call)
• Stage 2: Second stage: Task to be completed prior to a one‑hour virtual interview with members of the Management Team.
• Stage 3: Final stage: Informal conversation with a member of the Senior Management Team.

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 optician 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
• 🚘 Lease a brand‑new electric car through our 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.

Other Info

👍Check out our 'Top Tips' for interviewing.

✔️Keep updated on new job opportunities by following us on Linkedin.

📧Email [e-mail] 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.)