Disputes/Chargeback Officer

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 joining our Disputes/Chargebacks team in the Cardiff office. Office attendance is required 3 days per week with working hours 9-5:30pm Monday to Friday.

What You’ll Be Doing ✨ 

We are looking for a confident, customer-focused professional to take full ownership of the cardholder disputes process.

You won't just be processing tickets; you will manage the lifecycle of a dispute from start to finish. Your goal is to ensure every case is investigated thoroughly to achieve fair, consistent outcomes that balance customer satisfaction with regulatory compliance.

Key Responsibilities 🚀

• Engage with cardholders to resolve transaction queries and determine the most effective dispute strategy.
• Evaluate dispute claims to establish validity and determine chargeback rights.
• Conduct thorough investigations by analysing transaction patterns, supporting documentation, internal communication, spending patterns, and dispute history.
• Compile evidence and initiate Chargeback Disputes for UK and US markets, ensuring strict adherence to Visa’s timeframes and regulations.
• Communicate directly with customers during fraud investigations to gather evidence before delivering fair, logical, and evidence-based decisions.
• Maintain expert knowledge of Visa Core Rules (including Dispute Time Limits) to maximise claim success rates.
• Proactively identify fraudulent transaction trends and collaborate with the Fraud team to update internal rules and prevent future losses.

We’re Looking For 🔍

• 1+ years of 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 in investigating data and documentation to ensure accuracy in every case.
• A strong work ethic with a desire to identify process improvements and drive higher customer satisfaction.

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

Check out more of our benefits, values, and mission here.

 

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.)