At a Glance
- Tasks: Manage cardholder disputes from start to finish, ensuring fair outcomes.
- Company: Join Capital on Tap, a fintech helping small businesses thrive.
- Benefits: Enjoy private healthcare, 28 days holiday, and a dog-friendly office.
- Other info: Fun office culture with perks like a pool table and free snacks.
- Why this job: Make a real impact by protecting customer experiences in a dynamic environment.
- Qualifications: Experience in cards or payments industry and strong investigation skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
We’re looking for a confident, customer‑focused professional to take full ownership of the cardholder disputes process. Rather than simply processing tickets, you’ll manage each case from start to finish — investigating thoroughly, engaging with customers, assessing evidence, and making balanced decisions that deliver fair, consistent outcomes. You’ll play a key role in protecting the customer experience while ensuring every decision meets regulatory standards and upholds the integrity of our processes.
What You’ll be Doing:
- Engage with cardholders to resolve transaction queries and agree on the most effective dispute approach.
- Assess claims to determine validity and confirm chargeback eligibility.
- Conduct detailed investigations, analysing transaction data, documentation, spending patterns, and dispute history.
- Prepare and submit chargebacks for UK and US cases, ensuring full compliance with Visa regulations and timeframes.
- Communicate with customers throughout fraud investigations, gathering evidence and delivering fair, evidence‑based decisions.
- Monitor fraud trends and collaborate with internal teams to strengthen controls and prevent future losses.
We’re Looking For:
- 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 investigation skills, ensuring accuracy in every case.
- A strong work ethic with a desire to identify process improvements and drive higher customer satisfaction.
Interview Process:
- Stage 1: First stage: 30‑minute intro and values call with a Talent Partner (Video call)
- Stage 2: Second stage: Task to be completed prior to a one‑hour virtual interview with members of the Management Team.
- Stage 3: Final stage: Informal conversation with a member of the Senior Management Team.
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 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)
- 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
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 Officer in Cardiff employer: Capital on Tap
At Capital on Tap, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. Our London-based team enjoys competitive benefits such as private healthcare, 28 days of holiday, and a dedicated learning budget to support professional growth. Join us to be part of a dynamic environment where your contributions directly impact our mission and success.
StudySmarter Expert Advice🤫
We think this is how you could land Disputes Officer in Cardiff
✨Tip Number 1
Get to know the company! Before your interview, dive into Capital on Tap's mission and values. Understanding what drives us will help you connect your experiences to our goals, making you a standout candidate.
✨Tip Number 2
Practice makes perfect! Prepare for the interview by role-playing common questions related to disputes and customer service. This will help you articulate your thought process and showcase your problem-solving skills.
✨Tip Number 3
Show off your skills! During the interview, be ready to discuss specific examples of how you've handled complex cases in the past. Highlight your meticulous investigation skills and how they led to successful outcomes.
✨Tip Number 4
Follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Disputes Officer in Cardiff
Some tips for your application 🫡
Show Your Customer Focus:In your application, make sure to highlight your experience in customer service. We want to see how you've engaged with customers in the past and resolved their issues effectively.
Be Detail-Oriented:Since the role involves meticulous investigations, emphasise your attention to detail. Share examples of how you've managed complex cases or ensured accuracy in your previous roles.
Demonstrate Your Independence:We’re looking for self-starters! In your written application, mention instances where you took ownership of a project or task. Show us that you can operate independently and make balanced decisions.
Tailor Your Application:Make sure to tailor your application to the Disputes Officer role. Use keywords from the job description and explain how your skills align with what we’re looking for. And remember, apply through our website!
How to prepare for a job interview at Capital on Tap
✨Know Your Stuff
Familiarise yourself with the cards and payments industry, especially the core rules of card schemes and FCA regulations. This knowledge will not only help you answer questions confidently but also demonstrate your commitment to the role.
✨Showcase Your Investigation Skills
Prepare examples of how you've handled complex cases in the past. Be ready to discuss your approach to investigating disputes, analysing data, and making evidence-based decisions. This will highlight your meticulous nature and problem-solving abilities.
✨Engage with Empathy
Since the role involves direct communication with customers, practice how you would engage with them during disputes. Show that you can balance professionalism with empathy, ensuring customers feel heard and valued throughout the process.
✨Be Ready for Scenario Questions
Expect scenario-based questions during your interviews. Think about how you would handle specific dispute situations, including assessing claims and preparing chargebacks. This will showcase your ability to think on your feet and apply your knowledge practically.
