Disputes​/Chargeback Officer

Overview

Capital on Tap was founded with the mission to help small business owners and make their lives easier. We provide an all-in-one business credit card & spend management platform that helps business owners save time and money. We proudly serve over 200,000 businesses across the world and aim to help 1 million small businesses by 2030.

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 9:00am–5:30pm, Monday to Friday.

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, ensuring every case is investigated thoroughly to achieve fair, consistent outcomes that balance customer satisfaction with regulatory compliance.

• 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 time frames 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.

• 1+ years of experience within the cards or payments industry, with 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 decisions.
• Meticulous in investigating data and documentation to ensure accuracy in every case.
• A strong work ethic with a desire to identify and implement process improvements to drive higher customer satisfaction.

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.

We aim to maintain a fun, collaborative office culture with a pool table, arcade machine, beer tap, and office dogs. 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

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Excited to work here? Apply! If you’d like to progress your career within our fast-growing fintech, 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).