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- Tasks: Handle complex disputes and improve processes while providing top-notch customer service.
- Company: Join Capital on Tap, a mission-driven company supporting small businesses worldwide.
- Benefits: Enjoy private healthcare, travel insurance, and exciting anniversary rewards.
- Why this job: Make a real impact in a dynamic environment while developing your skills.
- Qualifications: Experience in financial services and strong analytical skills are essential.
- Other info: Work in a fun office with perks like a pool table and office dogs.
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.
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.
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.
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
Disputes/Chargeback Resolution Specialist 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 Resolution Specialist New Cardiff
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. It’s all about making connections that can help you get your foot in the door.
✨Tip Number 2
Prepare for the interview by researching Capital on Tap and understanding their mission. Show them you’re not just another candidate; you’re genuinely interested in helping small businesses thrive.
✨Tip Number 3
Practice your problem-solving skills! Since you’ll be handling complex disputes, think of scenarios where you’ve resolved issues effectively. Be ready to share these during your interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Capital on Tap.
We think you need these skills to ace Disputes/Chargeback Resolution Specialist New Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Disputes/Chargeback Resolution Specialist role. Highlight your experience in handling complex disputes and any relevant skills that match the job description. We want to see how you can make an impact!
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 analytical mindset can contribute to our mission. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Communication Skills: As a Disputes Subject Matter Expert, effective communication is key. In your application, demonstrate your ability to convey complex information clearly. Whether it's through your CV or cover letter, let us see your relationship management skills in action!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our awesome team in Cardiff. Don’t miss out on this opportunity!
How to prepare for a job interview at Capital on Tap
✨Know Your Stuff
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 tackle complex problems effectively.
✨Communicate Clearly
Since this role involves a lot of collaboration, practice articulating your thoughts clearly. Be ready to explain how you've managed relationships with stakeholders in the past and how you would handle escalated complaints from cardholders.
✨Be Organised and Proactive
Show that you can thrive in a fast-paced environment by discussing how you prioritise tasks and manage your time. Bring examples of how you've developed detailed schedules or processes that improved efficiency in previous roles.
