Disputes & Chargebacks Investigator

JaJa Finance Ltd; Manchester; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Pension contributions

Salary Exchange facility

Annual bonus potential

Private medical cover

Birthday leave (annual)

4x life insurance cover

Vitality health insurance programme

Employee assistance programme

Job summary

JaJa Finance Ltd. is recruiting a Disputes & Chargebacks Investigator to support customers through multi-channel interactions in a hybrid role based in Manchester. You will handle disputes, manage inquiries via phone, email, and live chat, and document all interactions within the CRM system.

The team focuses on accuracy, swift resolutions, and high customer satisfaction. The role emphasizes strong communication, collaboration across teams, and adherence to processes while contributing to

Qualifications

• Experience in dynamic call centre environments.
• Experience handling disputes and chargebacks in financial services.
• Strong communication and customer service orientation.

Responsibilities

• Handle customer dispute inquiries via calls, emails, and live chats to resolve inquiries.
• Address customer problems and queries to deliver positive outcomes.
• Maintain and update customer records in the CRM system with accurate interactions.
• Communicate clearly to understand customer needs and manage expectations.
• Collaborate with team members and other departments to escalate complex issues.
• Gather and share customer feedback to improve products and processes.
• Follow company policies and regulatory guidelines to ensure compliance and quality.

Skills

Call centre experience

Disputes & chargeback experience

Financial services

Communication skills

Adaptability

Organizational skills

Job description

Disputes & Chargebacks Investigator

Hybrid, 2 days per week in office

Manchester, XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ

Operations

Full Time

£31,000

Who we are

Jaja is a UK‑based consumer finance business with a simple mission: to empower customers to buy, borrow and build using smart tech, strong data, and clear design. We launched our digital credit card in 2018 and we’re continuing to grow, with new products and experiences in the pipeline. Our goal is to strip out unnecessary complexity and give people more control over their money — or as we put it, Make Simple. Our values guide how we work: Care Deeply. Adapt & Thrive. Challenge Everything. Go For It. Own It. Make It Simple.We’re scaling quickly, and there’s a lot of exciting change happening across the business.

About The Role

You will join our Disputes and Chargeback team, supporting customers in raising and managing their dispute cases through the disputes & chargeback process in our multi-channel contact centre.Our multi-skilled teams are trained to handle customer interactions via the telephone, web chat and email, ensuring we are always available to meet our customers’ needs.

By fostering a culture of continuous learning and adaptability, we empower our agents to provide exceptional support, no matter the platform. If you’re passionate about delivering outstanding customer experiences and thrive in a dynamic environment, we want you on our team! High levels of customer engagement are required so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction.

In accordance with process, you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes. High levels of customer engagement are required so you will need excellent communication skills, making use of various methods of communication available to manage this throughout every interaction. In accordance with process, you will need to work to agreed SLA’s and work with your Team Manager to make recommendations to improve processes.

You'll work in a dynamic, fast paced environment for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting role that is not constrained by the status quo.

Key Accountabilities:

• Handling Customer Dispute Inquiries: Efficiently manage incoming calls, emails, and live chats to fully own and resolve customer inquiries and provide accurate information about our products and services.
• Resolving Issues: Quickly address customer problems, complaints, and queries, ensuring a positive customer experience and delivering good customer outcomes.
• Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions and follow up to customer queries.
• Effective Communication: Communicate clearly and effectively with customers to understand their needs and manage expectations.
• Collaboration: Work with team members and other departments to escal complex issues and improve service delivery.
• Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
• Adhering to Policies: Follow company processes and policies, legal and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.

Essential Skills and Experience

• Proven Call Centre Experience: Demonstrated success in dynamic call centre environments,
• Proven Disputes & Chargeback Experience: Demonstrate success and understanding Disputes and Chargeback claims investigation skills.
• Financial Services Expertise: Solid background in the financial services sector.
• Exceptional Communication Skills: Outstanding verbal and written communication abilities.
• Adaptability: Thrives in fast-paced, ever-changing environments.
• Organizational Mastery: Strong organizational and time-management skills.

What'sin it for you?

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
• Competitive salary
• Pension contributions, including Salary Exchange facility
• Annual bonus potential
• Private medical cover
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• Your birthday off each year as an additional day's leave
• 4x life insurance cover
• Option to join our company health insurance programme, provided by Vitality
• Access to our confidential Employee assistance programme

We’re committed to creating an inclusive workplace where everyone feels valued, respected, and able to thrive. We welcome applications from all qualified candidates and encourage applications from LGBTQ+ individuals, people with disabilities, neurodivergent individuals, and those from ethnic minority and diverse religious backgrounds. We believe that different perspectives strengthen our team, drive innovation, and help us better serve our customers. If you require any adjustments or support during the recruitment process, please contact our Talent Partner.