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Disputes/Chargeback Officer

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Capital on Tap

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Location:
United Kingdom , Cardiff

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Category:
Finance

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
January 22, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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