Disputes/Chargeback Excellence Specialist

🏡🏢This is a Hybrid role, the Fraud and Disputes team works from our Cardiff City Centre Offices 3 days per week.

What You’ll Be Doing
As a Subject Matter Expert in Disputes/Chargeback, you will ensure exceptional customer service by expertly handling complex disputes, leading all team training, and collaborating with departments to identify and implement process improvement opportunities.

• Expertly handle complex disputes, representments, pre-Arbitrations, and Arbitration submissions, ensuring compliance with regulatory requirements and card scheme rules.
• Own the design, implementation, and maintenance of the departmental Training and Competency (T&C) scheme, ensuring all training materials are current and regularly updated. 
• Establish robust knowledge management practices and facilitate the sharing of best practices to enhance team capabilities and knowledge.
• Provide technical expertise to key projects and operational pilots, establishing success metrics, tracking performance, capturing detailed post-implementation learnings, and validating readiness for full-scale rollout.
• Drive operational excellence by serving as the process improvement champion, partnering with stakeholders to implement updated processes and new workflows that maximise efficiency and elevate the customer experience.
• Champion engagement, recognition, and team development initiatives, coordinating colleague communications to foster connection, alignment, and a shared sense of purpose.

We’re Looking For 🔎

• 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.

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 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

Check out more of our benefits, values and mission here.
Interview Process 🤝
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Second stage: 45 minute CV overview with Team Manager (Video call)
🤝Final stage: 60 minute technical assessment with Head of Department (In person)