Disputes Agent

Description

Curve was founded with a rebellious spirit, and a lofty vision; to truly simplify your finances, so you can focus on what matters most in life.

That’s why Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.

With Curve you can spend from all your accounts, track spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place.

We’re developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure, to have the autonomy to masterfully develop their expertise.

Welcome to Curve. On a mission to help you live inspired.

🌟 Role Purpose

We are looking for a highly motivated and detail-oriented Disputes Agent with expertise in managing pre-arbitrations and arbitrations within the card scheme dispute process (Mastercard). The successful candidate will play a crucial role in protecting both our customers and our business by driving complex disputes to resolution while ensuring compliance with scheme rules and internal policies.

This role requires strong analytical skills, excellent written communication, and the ability to interpret evidence and apply scheme regulations to build compelling dispute cases. There will also be the opportunity to train and develop skills and collaborate with other stakeholders to ensure that our cardholders receive the best possible outcome within the Chargeback framework.

🔑 What You’Ll Be Doing:

• Oversee cases throughout the whole Chargeback process, with a focus on Pre-Arbitrations and Arbitrations.
• Monitor dispute timelines and ensure all cardholders are kept up to date on their Chargebacks.
• Provide feedback to frontline dispute handlers to improve the quality of initial chargebacks and reduce case rejection rates.
• Act as a subject matter expert for escalated cases, supporting colleagues with guidance on scheme rules and dispute best practices.
• Track and report on pre-arb and arbitration performance, highlighting trends, risks, and opportunities for process improvement.

🧠 What You Might Bring:

• Excellent knowledge of the Mastercard Framework and the tools associated.
• Minimum 1 year of experience working in a Disputes or Chargeback team.
• Strong organisational skills, with proven ability to manage multiple deadlines and cases.
• Analytical mindset with the ability to interpret complex case details and identify opportunities for escalation.
• Ability to switch between fraud cases and consumer disputes depending on needs within the business.

🚀 Bonus Points:

• Experience working with Section 75 cases
• Proficiency with tools such as JIRA, Looker, or Sift
• Experience in a fast paced fintech environment

🎯 What success looks like here:

• Chargeback cases are managed end to end with accuracy, timeliness, and full compliance with Mastercard regulations
• You consistently deliver clear, high-quality communication to customers and internal teams
• Dispute rejection rates reduce through your proactive feedback and quality improvements
• Stakeholders trust your expertise and rely on you for guidance on complex or escalated cases
• You contribute to building scalable processes and automation opportunities that strengthen our Chargeback operations

🎈 Benefits:

• 25 days plus bank holidays
• Bonus days off for Learning & Development, Mental Wellbeing, Birthday, Moving House & Christmas
• Working abroad policy (up to 60 calendar days per year)
• Bupa Health Insurance (YuLife)
• Life insurance powered by AIG (5x Annual Salary)
• Pension Scheme powered by “People’s Pension”
• EAP (Mental health & wellbeing support, Life coach, Career coach)
• 24/7 GP access (Smart Health via YuLife)
• Annual subscriptions to Meditopia & FIIT for your mind and body (via YuLife)
• Discounted shopping vouchers (via YuLife)
• Enhanced parental leave
• Ride to work scheme & Season ticket loan
• Electric car scheme
• Six nights of Night Nanny for new parents
• Free Curve subscription for you and your +1

📝 A Note From Us:

• We know that great candidates don’t always tick every single box. If this role excites you and you think you’d be a great fit, we want to hear from you.
• We design our hiring process to be fair, inclusive, and practical. If you ever need adjustments or feel there’s a way we can improve - we’re all ears.

Requirements

• This role will be required to attend our London (Paddington) office, 3 days per week (minimum)
• The successful candidate will require full working rights in the United Kingdom without the need for visa sponsorship

Benefits

None

Key Accountabilities

None