Quick Overview
Job Description
Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We may be young but we have an incredible team in place and big ambitions for the years ahead.
We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives. This helps them get more from what they have, or with smart decisions, make more of the same. It also means people spend less time with the negative aspects of money and more on the positive - enjoying what the world has to offer.
ABOUT THE ROLE
Onmo is looking for a Chargeback and Dispute Specialist to manage customer disputes and claims effectively and efficiently. The role will involve investigating cases, coordinating with relevant stakeholders, and using insight from claims and disputes to help reduce customer harm, operational risk, fraud losses and wider business losses.
Responsibilities
Handle end-to-end chargeback processes, including investigation, documentation, and resolution of disputed transactions in compliance with Visa/Mastercard regulations.
Assess customer claims, gather necessary documentation, and ensure timely and accurate resolution in line with regulatory requirements.
Observe chargeback and dispute trends, identify emerging fraud patterns and control gaps, and work with fraud prevention teams to implement proactive measures, including responses to recurring issues such as BIN attacks.
Work closely with the wider Fraud team and Customer Service to resolve disputes efficiently, identify control gaps and escalate complex or high-risk cases when necessary.
Track and report on dispute volumes, resolution rates, and chargeback outcomes. Analyse data to identify trends, suggest improvements, and contribute to internal and external audits.
Communicate effectively with customer service about dispute outcomes, chargeback procedures, and provide clear guidance on potential next steps for effective communication to the customer.
Ensure all chargeback processes adhere to UK regulatory standards, including FCA and PSD2 compliance, as well as internal policies and procedures.
Assess and manage Section 75 claims, ensuring liability is considered consistently, supporting evidence is obtained, and customers receive clear and timely outcomes.
Provide occasional support to the wider Fraud team on other activities during periods of increased demand or resource pinch points.
FCA COMPLIANCE & CONSUMER DUTY
At Onmo we all take collective responsibility for our individual roles in creating the best outcomes for our customers. In this role that involves;
Identifying and raising risk events in a timely manner when spotted
Ensuring SMCR processes are followed
Keeping up to date with changes in relevant regulatory rules
Completing mandatory training within allotted deadline
Championing policy governance
Following the FCA Conduct Rules;
You must act with integrity
You must act with due skill, care and diligence
You must be open and cooperative with the FCA, PRA and other regulators
You must pay due regard to the interests of customers and treat them fairly
ABOUT YOU
QUALIFICATIONS / EXPERIENCE
Minimum of 2-3 years in chargeback or dispute resolution within the financial services sector, ideally with a credit card issuer or processor.
Strong understanding of Visa/Mastercard/Amex chargeback rules, UK consumer protection laws, and regulatory requirements (FCA, PSD2).
Practical experience handling Section 75 claims would be highly beneficial.
Exceptional analytical and problem-solving skills.
Strong attention to detail and ability to manage multiple cases effectively.
Proficiency in dispute management systems and MS Office Suite.
Excellent verbal and written communication skills, with the ability to handle sensitive customer inquiries professionally.
Familiarity with fraud detection tools, particularly in dealing with BIN-related fraud, and experience in working with fraud prevention teams.
A flexible, hands-on approach, with the initiative to get things done and proactively identify opportunities to improve processes and ways of working.