Disputes Officer

About this role

We’re Capital on Tap 👋 💳 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. 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.

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! 📈Check out the development opportunities in the Disputes team. 📍 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. 💸 Salary - between £29.5k - £33.5k dependent on experience Disputes Team ✨ 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. What You'll be Doing 🚀 Engage with cardholders to resolve transaction queries and agree on the most effective dispute approach.

Assess claims to determine validity and confirm chargeback eligibility. Conduct detailed investigations, analysing transaction data, documentation, spending patterns, and dispute history. Prepare and submit chargebacks for UK and US cases, ensuring full compliance with Visa regulations and timeframes. Communicate with customers throughout fraud investigations, gathering evidence and delivering fair, evidence-based decisions.

Monitor fraud trends and collaborate with internal teams to strengthen controls and prevent future losses. We’re Looking For 🔍 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.