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- Tasks: Lead complex dispute resolutions and enhance customer service through collaboration and analysis.
- Company: Join Capital on Tap, a mission-driven company supporting small businesses worldwide.
- Benefits: Enjoy private healthcare, generous holiday, and a learning budget to grow your skills.
- Why this job: Make a real impact in a dynamic environment while solving complex problems.
- Qualifications: Experience in disputes management and strong analytical skills are essential.
- Other info: Hybrid role with a focus on inclusivity and personal growth.
The predicted salary is between 36000 - 60000 £ per year.
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 behaviours, 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
Disputes/Chargeback Resolution Specialist in 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 Resolution Specialist in Cardiff
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. We can’t stress enough how personal connections can give you the inside scoop on the role and the company culture.
✨Tip Number 2
Prepare for the interview by diving deep into the company’s mission and values. We want you to show how your skills align with their goals, especially in handling disputes and improving processes. Tailor your examples to highlight your analytical mindset!
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We recommend structuring your responses around Situation, Task, Action, and Result to clearly demonstrate your problem-solving skills and experience in dispute management.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can set you apart. We believe it shows your professionalism and genuine interest in joining the team.
We think you need these skills to ace Disputes/Chargeback Resolution Specialist in Cardiff
Some tips for your application 🫡
Show Off Your Expertise: Make sure to highlight your experience in disputes and chargebacks. We want to see how you've tackled complex cases before, so share specific examples that showcase your skills and knowledge in this area.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your qualifications and how they align with the role. Remember, less is often more!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. We love seeing candidates who understand our mission and can connect their experiences to what we do at StudySmarter.
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!
How to prepare for a job interview at Capital on Tap
✨Know Your Disputes Inside Out
Make sure you brush up on your knowledge of disputes and chargebacks. Familiarise yourself with the regulatory requirements and card-scheme rules, as well as common fraud patterns and merchant behaviours. This will not only help you answer questions confidently but also demonstrate your expertise in the field.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've conducted deep investigative analysis in previous roles. Highlight how you identified trends or improvement opportunities that led to better outcomes. This will show that you have the analytical mindset needed for the role and can contribute to process improvements.
✨Communicate Clearly and Effectively
Since this role involves handling escalated complaints, practice articulating complex information in a clear and transparent manner. Think about how you would explain the dispute process to a cardholder who may be frustrated. Good communication skills are key, so be ready to demonstrate your relationship management abilities.
✨Be Ready to Collaborate
This position requires cross-functional collaboration, so come prepared with examples of how you've worked with different teams in the past. Discuss how you’ve partnered with departments like Product, Engineering, or Customer Support to enhance workflows. Showing that you can work well with others will make you a strong candidate.
