Disputes Officer

📈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.

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.
• Meticulous investigation skills, ensuring accuracy in every case.
• A strong work ethic with a desire to identify process improvements and drive higher customer satisfaction.

Interview Process 🤝

• Stage 1: First stage: 30-minute intro and values call with a Talent Partner (Video call)
• Stage 2: Second stage: Task to be completed prior to a one hour virtual interview with members of the Management Team.
• Stage 3: Final stage: Informal conversation with a member of the Senior Management Team.

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks 👏
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

🏥 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

Check out more of our benefits, values, and mission here.