Disputes/Chargeback Officer

📈Check out the development opportunities in the Disputes team.

🏡🏢This is a hybrid role joining our Disputes/Chargebacks team in the Cardiff office. Office attendance is required 3 days per week with working hours 9-5:30pm Monday to Friday.

What You’ll Be Doing ✨ 

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.

Key Responsibilities 🚀

• 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.

We’re Looking For 🔍

• 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.

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.