DisputesChargeback Excellence Specialist

Capital on Tap; Manchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading fintech company in Manchester is looking for a Disputes Subject Matter Expert to enhance customer service through effective dispute management. In this hybrid role, you will handle complex cases, oversee training, and coordinate operational improvements. Ideal candidates have experience in regulated environments and are adept at analytical problem-solving. The role offers great perks including private healthcare, sabbaticals, and a culture of inclusivity.

Benefits

Private Healthcare

Worldwide travel insurance

28 days holiday

Enhanced Parental Leave

Cycle to Work Scheme

Qualifications

• Experience working in a regulated financial environment.
• Ability to identify key trends and improvement opportunities.
• Demonstrable experience in managing dispute processes.

Responsibilities

• Handle complex dispute representations and submissions.
• Lead the creation and maintenance of training materials.
• Coordinate engagement and recognition initiatives.

Skills

Analytical mindset

Exceptional communication

Organizational skills

Dispute-management tools knowledge

Job description

Were 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 Manchester 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, leading all team training and collaborating with departments to identify and implement process improvement opportunities.

• Expertly handle complex dispute representations, pre‑arbitration and arbitration 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.

We’re Looking For

• A Disputes Subject Matter Expert with demonstrable experience working in a regulated financial 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 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 (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

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Excited to work here Apply!

If you’d like to progress your career within our fast‑growing, profitable fintech, 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).

Required Experience

IC

Key Skills

Business Intelligence, Children Activity, Business Analysis, Corporate Sales, ABB, Corporate Development

Employment Type: Full Time

Experience: years

Vacancy: 1