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Disputes/Chargeback Excellence Specialist

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Capital on Tap

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Location:
United Kingdom , Cardiff

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Category:

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • Private Healthcare including dental and opticians 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
  • 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

Additional Information:

Job Posted:
December 07, 2025

Work Type:
Hybrid work
Job Link Share:

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