DisputesChargeback Excellence Specialist

Were 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 200000 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 Youll Be Doing
As a Subject Matter Expert in Disputes/Chargeback you will ensure exceptional customer service by expertly handling complex disputes leading all team training and collaborating with departments to identify and implement process improvement opportunities.

• Expertly handle complex disputes representments pre-Arbitrations and Arbitration submissions ensuring compliance with regulatory requirements and card scheme rules.
• Own the design implementation and maintenance of the departmental Training and Competency (T&C) scheme ensuring all training materials are current and regularly updated.
• Establish robust knowledge management practices and facilitate the sharing of best practices to enhance team capabilities and knowledge.
• Provide technical expertise to key projects and operational pilots establishing success metrics tracking performance capturing detailed post-implementation learnings and validating readiness for full-scale rollout.
• Drive operational excellence by serving as the process improvement champion partnering with stakeholders to implement updated processes and new workflows that maximise efficiency and elevate the customer experience.
• Champion engagement recognition and team development initiatives coordinating colleague communications to foster connection alignment and a shared sense of purpose.

Were Looking For

• 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 (-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
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.

Interview Process
First stage: 30 minute intro and values call with Talent Partner (Video call)
Second stage: 45 minute CV overview with Team Manager (Video call)
Final stage: 60 minute technical assessment with Head of Department (In person)

Other Info
Check out ourTop Tips for interviewing.
Keep updated on new job opportunities by following us on Linkedin.
Email if you have any questions.

Excited to work here Apply!
If youd 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.)