Disputes/Chargeback Officer

Applied Intuition Inc.; Cardiff; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A fintech company in Cardiff is seeking a Customer Dispute Manager to oversee the entire disputes process. In this hybrid role, you'll engage directly with cardholders, investigating transaction queries while ensuring compliance with Visa regulations. You should have over 1 year of experience in card payments and demonstrate strong analytical skills. Join a vibrant team committed to innovation and customer satisfaction, offering excellent perks like private healthcare, enhanced parental leave, and a focus on diversity and inclusion.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

Electric car lease scheme

28 days holiday

Annual Learning Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free therapy sessions

Dog Friendly Offices

Free drinks and snacks

Qualifications

• 1+ years of experience within the cards or payments industry.
• Familiarity with Visa Core Rules and FCA regulations.
• Proven ability to manage complex caseloads within regulatory timescales.

Responsibilities

• Manage the cardholder disputes process from start to finish.
• Engage with cardholders to resolve transaction queries.
• Conduct thorough investigations into disputes and fraud.

Skills

Customer-focused

Analytical skills

Self-starter

Meticulous attention to detail

Desire for process improvement

Job description

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.

🏡🏢 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 9‑5:30 pm 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.

• 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.
• 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

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).