Disputes/Chargeback Resolution Specialist

Capital on Tap; Cardiff; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A growing financial services provider in Cardiff is looking for a Subject Matter Expert in Disputes/Chargeback. You will lead complex dispute resolutions and collaborate with various departments to enhance customer service and internal processes. The ideal candidate will have experience in the financial sector and strong analytical skills. Join a hybrid work environment with a culture of inclusivity and innovation, offering extensive employee perks.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Pension Scheme

Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

6 free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Qualifications

• Experience working in a regulated financial services environment.
• Ability to identify key trends and improvement opportunities.
• Effective communication and collaboration with stakeholders.

Responsibilities

• Lead resolution of complex disputes and ensure compliance.
• Conduct deep analysis of transactions and fraud patterns.
• Support team with training materials for customer service.

Skills

Analytical mindset

Organizational skills

Communication skills

Relationship management

Dispute management tools

Job description

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.

• 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.

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.

Great Work Deserves Great Perks

• 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