Disputes/Chargeback Officer

We’re Capital on Tap 👋 💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier.

Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money.

Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

📈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.

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.

• 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.