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Retail Dispute Analyst - Extended Hours

Cardiff County
Starling Bank

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Our aim is to give customers clarity and control over their money, by allowing customers to manage it entirely through the Starling banking app. We are looking for a Retail Dispute Analyst to join our team on a full-time basis and support our growth for a next generation, digital bank around the clock; so this team will work between 6am - 10pm, Monday - Sunday. Got plans and need a night off? Shift swaps are available!

Responsibilities include:

  • Creating and maintaining Chargeback Disputes through Mastercard Connect in line with timeframes, regulations and requirements.
  • Liaise with cardholders and retailers through in-app chat, incoming calls and emails.
  • Evaluating cases and deciding the most effective dispute type to benefit the customer.
  • Keep up to date with Mastercard rules to ensure claims are submitted correctly.


  • At least 2 years' experience working in a Financial Institution, preferably in banking.
  • Strong knowledge of Mastercard scheme rules and processes is highly desirable.
  • Excellent communication skills, both written and oral.
  • Competent use of Microsoft Office.
  • Strong customer focus.
  • Ability to adapt to change.
  • Ability to balance workload and deal with multiple priorities.
  • Ability to work with a team in a changing environment.


  • 33 days holiday (including public hols). You’ll also get your birthday on us
  • 16 hours paid volunteering time a year
  • Private Medical Insurance with VitalityHealth
  • Contributory pension scheme
  • We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!
  • Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
  • Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme
  • Gym membership options
  • Full details are available on our careers site

About Us:

Starling is a leading digital bank on a mission to disrupt the banking industry.

Since our launch in 2014, we've surpassed one million accounts. Our total deposits, meanwhile, have topped £2 billion over the same period. We're a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company. We've won the Best British Bank award three years running, and now employ almost 1000 people across our London, Southampton, Cardiff & Dublin offices.

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

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