Disputes/Chargeback Team Leader

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.

📈Check out the development opportunities in the Disputes team.

🏡🏢This is a Hybrid role, the Disputes team works from our Cardiff Office, 3 days per week. 

Disputes Team Leader ✨

We are seeking an experienced and motivated Disputes Team Leader to lead our dedicated team of Disputes Officers. In this critical role, you will be responsible for the end-to-end management of the disputes/chargeback process, safeguarding our customers and the business against financial loss.

You will be the subject matter expert on payment disputes, combining deep scheme knowledge with exceptional leadership skills to drive team performance, optimise processes, and protect our revenue. This is a fantastic opportunity for a disputes/chargeback professional looking to take on a leadership role in a high-growth FinTech.

We’re Looking For ✨

• Lead, mentor, and develop a team of Disputes officers, fostering a culture of high performance, accuracy, and continuous improvement. Manage daily operations, including workload allocation and performance reviews.
• Oversee the entire dispute lifecycle for our Visa transactions, from the initial customer claim through to arbitration while ensuring all dispute processing activities are fully compliant with the rules and regulations set by Visa, as well as relevant financial legislations. 
• Develop and execute effective dispute strategies to maximise recovery rates and minimise financial losses. Analyse dispute data to identify trends, report on key performance indicators (KPIs) like win rates and recovery amounts, and provide actionable insights to the wider business.
• Continuously review and enhance our dispute handling processes and workflows to improve efficiency, accuracy, and scalability.
• Act as the primary point of contact for dispute-related escalations. Work closely with internal teams, including Customer Operations, Fraud, Complaints, Compliance, and Product, to resolve complex cases.

Essential Experience ✨

• Proven experience in a senior or leadership role within a disputes or chargeback team.
• In-depth, expert-level knowledge of the disputes lifecycle, chargeback codes, and regulations for the VISA card scheme. 
• Demonstrable experience in leading, coaching, and developing a team.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Exceptional communication and interpersonal skills, with the ability to manage stakeholders at all levels.
• A proactive and resilient individual who thrives in a fast-paced, dynamic environment.

Desirable Attributes ✨

• Experience working within the FinTech or financial services sector.
• A track record of successfully implementing process improvements that have led to measurable gains in efficiency or recovery rates.
• Familiarity with SQL or other data analysis 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 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
🏖️ 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
🍫 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)
🤝Final stage: 60 minute overall assessment with Head of Department & Lead People Partner(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.)