Disputes/Chargeback Resolution Specialist Jobs

Capital on Tap

Location:
United Kingdom, Manchester

Category:
Finance

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Subject Matter Expert in Disputes/Chargeback, you will ensure exceptional customer service by expertly handling complex disputes and collaborating with departments to identify and implement process improvement opportunities.

Job Responsibility:

Lead the end-to-end resolution of complex disputes, including representments, pre-arbitrations, and arbitration submissions, while ensuring full compliance with regulatory requirements and card-scheme rules
Serve as the primary subject matter expert and escalation point for high-risk, sensitive, or unresolved cases requiring advanced judgment and expertise
Conduct deep investigative analysis of transactions, fraud patterns, merchant behaviors, and systemic dispute drivers to strengthen fraud prevention and operational controls
Partner cross-functionally with Product, Engineering, Risk, and Customer Support teams to enhance workflows, improve dispute accuracy, and elevate the customer journey
Support leadership by contributing to process documentation, operational playbooks, and performance metrics that drive quality, consistency, and efficiency, and may also involve providing mentorship and training to junior dispute officers
Develop or support training materials for front-line customer service teams to ensure proper dispute intake and clear, accurate guidance for cardholders
Handle escalated verbal and written cardholder complaints, offering clear, transparent, and compliant explanations of the dispute process, regulatory requirements, and outcomes

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

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Disputes/Chargeback Resolution Specialist