Dispute Associate (12 Months Fixed-Term Contract)

Since launching in 2018, DNA Payments has become one of the UK’s largest independent, fully integrated omnichannel payments providers. We enable businesses of all sizes to seamlessly accept payments, from cutting-edge POS systems to powerful payment gateway, ecommerce and in-app solutions.

Recognised by Beauhurst as one of the UK’s top 50 fintech innovators, we’re reshaping the payments landscape with technology that makes transactions simpler, faster, and more secure. Backed by £100 million in Private Equity funding from Alchemy, we process £1.2+ billion in payments every month for over 60,000 merchants across the UK and Europe.

With a growing team of 375 specialists operating from our London HQ and regional offices in Hull, Nottingham, and Kazakhstan, we’re scaling rapidly. Join us on our journey to redefine the future of payments.

Role Summary: As a Dispute Associate, you will be responsible for managing Merchant Chargebacks cases from start to finish. You will be reviewing incoming disputes, gathering evidence from merchants, and submitting accurate, timely response in line with the card schemes rules and regulations. This role is focused on supporting merchants, reducing financial loss and ensuring compliance with Visa, MasterCard and other card scheme rules.

Reporting into: Senior dispute associate

Working hours: 37.5 – 12 month FTC

Working location: London/Victoria or Hull - Hybrid

Key Responsibilities:

· Review and process chargebacks, pre-arbitrations and arbitrations received from the issuing bank.

· Communicate with merchants to gather transaction documentation and supporting evidence.

· Assess the validity of merchant evidence and prepare strong representments when necessary.

· Submit chargeback responses to card schemes within required timeframes.

· Keep merchants informed about the progress and outcome of their dispute.

· Maintain accurate records of all cases in internal systems.

· Escalate complaints and potential financial loss to senior associate or manager.

· Support continuous efforts to reduce chargebacks by identifying and notifying common causes and sharing feedback with merchants or internal teams.

· Stay up to date with scheme chargeback rules and regulations.

About You:

· 1 – 2 years of experience in chargebacks, merchant support, payments, or financial operations (training provided)

· Strong attention to detail and ability to work with deadlines.

· Good written and verbal communication skills for liaising with merchants and internal teams

· Understanding of Visa and MasterCard chargeback rules and regulations

· Proficient in using case management systems and MS office

Preferred Qualifications

· Experience in an acquiring, merchant services or payments role

· Familiar with dispute resolution platforms

· Prior customer service experience, especially in fintech, payments or finance

What’s in it for you?

You’ll work with a collaborative team and join a fast growth fintech where you’ll get the chance to learn and develop, and if that’s not enough, you also receive the following benefits.

- 25 days holiday per year

- Private Medical

- Life Assurance

- Ride to work

- Access to self-learning platform

- Bookboon

- Income Protection

- Workplace Pension

- Employee Assistance Programme

Educate, Discover & Inspire

At DNA Payments, we put our values into action through real initiatives. From our dedicated in-house Sales and Operations training programmes that support career development, to DNA Day where we come together to celebrate our people and culture, we’re committed to investing in our teams. We’re also proud to support wider community initiatives, such as attending Hull Pride, reflecting our dedication to equality, inclusion, and celebrating diversity.