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- Tasks: Manage cardholder disputes from start to finish, ensuring fair outcomes and customer satisfaction.
- Company: Join Capital on Tap, a mission-driven company supporting small businesses worldwide.
- Benefits: Enjoy private healthcare, travel insurance, anniversary rewards, and a salary sacrifice pension scheme.
- Why this job: Be part of a dynamic team making a real impact in the payments industry.
- Qualifications: 1+ years in cards or payments, with strong problem-solving and customer service skills.
- Other info: Hybrid role with opportunities for personal growth and a commitment to diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
We’re Capital on Tap, 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 joining our Disputes/Chargebacks team in the Cardiff office. Office attendance is required 3 days per week with working hours 9‑5:30 pm Monday to Friday.
What You’ll Be Doing
- We are looking for a confident, customer‑focused professional to take full ownership of the cardholder disputes process. You won't just be processing tickets; you will manage the lifecycle of a dispute from start to finish. Your goal is to ensure every case is investigated thoroughly to achieve fair, consistent outcomes that balance customer satisfaction with regulatory compliance.
- Engage with cardholders to resolve transaction queries and determine the most effective dispute strategy.
- Evaluate dispute claims to establish validity and determine chargeback rights.
- Conduct thorough investigations by analysing transaction patterns, supporting documentation, internal communication, spending patterns, and dispute history.
- Compile evidence and initiate Chargeback Disputes for UK and US markets, ensuring strict adherence to Visa’s timeframes and regulations.
- Communicate directly with customers during fraud investigations to gather evidence before delivering fair, logical, and evidence‑based decisions.
- Maintain expert knowledge of Visa Core Rules (including Dispute Time Limits) to maximise claim success rates.
- Proactively identify fraudulent transaction trends and collaborate with the Fraud team to update internal rules and prevent future losses.
Requirements
- 1+ years of 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 in investigating data and documentation to ensure accuracy in every case.
- A strong work ethic with a desire to identify process improvements and drive higher customer satisfaction.
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
- 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)
Disputes/Chargeback Officer New Cardiff employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Disputes/Chargeback Officer New Cardiff
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they help small businesses. This will show you're genuinely interested and ready to contribute.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your experience in disputes and chargebacks.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Disputes/Chargeback Officer New Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Disputes/Chargeback Officer role. Highlight your experience in the cards or payments industry and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about helping small businesses and how your skills align with our mission. Keep it concise but impactful – we love a good story!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex problems in the past. We’re looking for self-starters who can take ownership, so don’t be shy about sharing your successes and how you’ve made an impact.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Capital on Tap!
How to prepare for a job interview at Capital on Tap
✨Know Your Stuff
Make sure you brush up on Visa Core Rules and FCA regulations before the interview. Understanding these will show that you're serious about the role and can handle the complexities of disputes and chargebacks.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved disputes or managed complex cases. Highlight how you took ownership and what strategies you used to achieve fair outcomes for customers.
✨Be Customer-Focused
Capital on Tap values customer satisfaction, so be ready to discuss how you would engage with cardholders during disputes. Think about how you can balance their needs with regulatory compliance in your answers.
✨Ask Insightful Questions
At the end of the interview, don’t hesitate to ask questions about the team dynamics or how they handle fraud trends. This shows your interest in the role and helps you understand if it’s the right fit for you.
