Operational Training Specialist (Fraud & Financial Crime)

We’re Capital on Tap 👋

💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!

📍 Manchester| 🏢 3 Days per week in office

Support Services/Customer Operations 🚀

Our Support Services team are the unsung heroes of Customer Operations. From Operational Excellence to Training and Onboarding, to Planning, Scheduling and Real Time Analysis, they make sure the operation continues to run smoothly and optimally. Day to day they figure out how we navigate change, shape how new starters learn the ropes and make sure we have the right people available to service our customers at the busiest times.

What You’ll Be Doing 🗃️

• You will own the design and delivery of training across our financial crime, fraud, and disputes teams. You will translate legal and regulatory requirements along with evolving fraud typologies into clear, practical training that equips frontline colleagues to identify, prevent, and handle financial crime, fraud, and disputes cases correctly and compliantly. This role also involves creating, maintaining, and updating shared knowledge and departmental documentation, ensuring our frontline teams are supported with accurate, timely, and compliant information that is the foundation for all training efforts.
• Design and deliver training programmes covering financial crime, fraud, and disputes for new hires and existing Customer Support colleagues, ensuring they are equipped to identify and handle cases in line with legal, regulatory and internal requirements.
• Develop, deliver, and facilitate engaging and impactful training sessions and workshops on fraud typologies, financial crime risks, disputes handling and related process or policy updates.
• Collaborate closely with stakeholders to identify training needs and translate complex regulatory and operational requirements into training materials.
• Manage the end-to-end content lifecycle of all financial crime, fraud, and disputes training materials, shared knowledge assets, and departmental documentation, ensuring they are accurate, up-to-date, and serve as the single source of truth for Customer Operations.
• Maintain strict documentation and sign-off protocols for all training and operational assets to ensure full compliance with internal and regulatory expectations.
• Evaluate the effectiveness of training programmes using performance metrics, feedback, quality assessments, and case outcomes to drive continuous improvement.
• Keep up to date with emerging fraud trends, financial crime typologies, and regulatory change, and update training content accordingly.
• Have flexibility in working hours to ensure that there is full coverage for training delivery and front line support duties.
• Our Values & Culture 🌞
• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today?
• Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.
• We’re Looking For 🔎
• Proven experience in a Learning & Development or Real-Time Coaching role, with exposure to financial crime, fraud, or disputes within a fast-paced Customer Operations environment.