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- Tasks: Handle complex disputes and improve processes while providing top-notch customer service.
- Company: Join Capital on Tap, a fintech helping small businesses thrive.
- Benefits: Enjoy private healthcare, 28 days holiday, and a fun office environment.
- Other info: Hybrid role with a vibrant office culture and supportive team.
- Why this job: Make a real impact in a fast-paced role with growth opportunities.
- Qualifications: Experience in financial services and strong analytical skills required.
The predicted salary is between 36000 - 60000 £ per year.
We’re 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.
This is a Hybrid role, the Fraud and Disputes team works from our Cardiff 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 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.
We’re Looking For
- 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.
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
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
- 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
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
Check out our ‘Top Tips’ for interviewing. Keep updated on new job opportunities by following us on LinkedIn. Email careers@capitalontap.com if you have any questions. Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then 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).
Disputes/Chargeback Resolution Specialist (Hiring Immediately) 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 (Hiring Immediately) in Cardiff
✨Tip Number 1
Get to know the company inside out! Research Capital on Tap's mission, values, and recent news. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to disputes and chargebacks. Think about your past experiences and how they relate to the role, so you can share relevant examples that highlight your expertise.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider insights and potentially boost your chances of landing an interview.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Disputes/Chargeback Resolution Specialist (Hiring Immediately) in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Disputes/Chargeback Resolution Specialist role. Highlight your relevant experience in financial services and any specific skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Analytical Skills: Since this role requires a strong analytical mindset, don’t shy away from showcasing your problem-solving abilities. Include examples of how you've identified trends or improved processes in past roles. We love seeing candidates who can think critically!
Communicate Clearly: Effective communication is key in this position, so make sure your application reflects that. Use clear and concise language, and ensure your writing is free from errors. We appreciate candidates who can convey their thoughts clearly and professionally.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to receive your application and start the process. Don’t miss out on the opportunity to join our awesome 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 that are relevant to the role. Being able to discuss these confidently will show that you're serious about the position.
✨Show Off Your Analytical Skills
Prepare to demonstrate your analytical mindset during the interview. Think of examples where you've identified trends or improvement opportunities in past roles. This will help you stand out as someone who can contribute to process improvements at Capital on Tap.
✨Communicate Clearly and Effectively
Since this role involves a lot of communication with various teams, practice articulating your thoughts clearly. Use examples from your experience to showcase your relationship management skills and how you've successfully collaborated with stakeholders in the past.
✨Be Ready for Technical Questions
Expect some technical questions during the final assessment. Brush up on dispute management tools and be prepared to discuss how you've used them in previous roles. This will demonstrate your expertise and readiness to tackle complex disputes right from the start.