Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Manager, Dispute Resolution
Overview
The mission of the Mastercard Dispute Resolution Management team is to arbitrate customer disputes and compromise events across current, new, and evolving platforms, through the use of innovative processes, data analytics, and cyber intelligence, thereby fostering balance and integrity in the payments ecosystem. As part of Mastercard's Franchise business unit, Dispute Resolution Management performs the following chargeback-related responsibilities- Handles customer inquiries and settles disputes relating to chargebacks, reviews and decides on arbitration and compliance cases, provides customer education on chargeback processing, serves in a consultative capacity to internal and external audiences, and manages and evolves Mastercard chargeback and arbitration rules. The core responsibility of the Manager, Dispute Resolution is to review and rule on chargeback arbitration cases specific to cardholder disputes, fraud, point of interaction errors, authorization, and questionable merchant activity.
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Role
• Assist with customer inquiries, support and resolving issues related to chargeback arbitration cases
• Provide individual leadership and serve as a focal point for customer inquiries, support and resolving issues related to chargeback arbitration and compliance cases
• Mentor more junior staff
• Provide measurable input into processes, standards, and strategy of the team
• Identify key barriers and core problems and identify solutions to deal with difficult situations
• Develop solutions that enhance the customer quality of service
• Ensure initiatives align with business goals, and processes are maintained to meet service and quality standards
• Interacts with multiple business units (e.g., Legal, Customer facing, account teams and others) to support broad corporate initiatives
• Support and develop the knowledge base of our customers through trainings, webinars or in-person learning opportunities
All About You
• Have a clear mission that focuses on the attention of the customer's need above your own
• Experience and knowledge in chargebacks, dispute management, fraud, transaction processing and/or compliance-related investigations are preferred
• Experience and ability to work independently to produce results as well as in a team setting
• Knowledge and/or expertise of the payment card industry and banking operations practices
• Exposure to relevant Microsoft Office programs and ability to create deliverables on a timely basis (e.g., Excel, PowerPoint, Access, etc.)
• Bachelor's degree in business, finance or information technology or equivalent work experience preferred
• Ability to work in a high paced environment
• Possess developed both written and verbal communication skills
• Capable of performing research across multiple subject lines and attention to detail
Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
- Abide by Mastercard's security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach, and
- Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.
Pay Ranges
O'Fallon, Missouri: $108,000 - $173,000 USD