Disputes Officer

<div class="content-intro"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Capital on Tap 👋<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. </span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started! </span></p></div><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📈Check out the <a href="https://progression.capitalontap.com/content/departments/operations/disputes/index.html">development opportunities</a> in the Disputes team.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📍 Cardiff | 🏢 3 days in office, 2 from home. You’ll work from the office for your first 12 weeks whilst you get set up in your new role.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💸 Salary - between £29.5k - £33.5k dependent on experience</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Disputes Team ✨ </strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">We’re looking for a confident, customer-focused professional to take full ownership of the cardholder disputes process. Rather than simply processing tickets, you’ll manage each case from start to finish — investigating thoroughly, engaging with customers, assessing evidence, and making balanced decisions that deliver fair, consistent outcomes. You’ll play a key role in protecting the customer experience while ensuring every decision meets regulatory standards and upholds the integrity of our processes.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>What You'll be Doing 🚀</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Engage with cardholders to resolve transaction queries and agree on the most effective dispute approach.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Assess claims to determine validity and confirm chargeback eligibility.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Conduct detailed investigations, analysing transaction data, documentation, spending patterns, and dispute history.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Prepare and submit chargebacks for UK and US cases, ensuring full