Description
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 OverviewThe Mastercard Dispute Resolution Management team is responsible for resolving customer disputes across current and emerging platforms using innovative processes, data analytics, and cyber intelligence. As part of Mastercard's Franchise business unit, the team plays a key role in maintaining balance and integrity in the payments ecosystem.
Key responsibilities include:
Handling customer (card issuer and acquirer) inquiries about chargeback rules and processes
Reviewing and ruling on arbitration and compliance cases
Providing education and consultation to customers on chargeback rules and processes
Evolving Mastercard's chargeback rules in line with market needs
Acting as a liaison for internal and external stakeholders regarding dispute resolution
Contribute to improving team processes, standards, and strategy
Identify challenges and recommend practical solutions
Ensure initiatives support broader business goals and maintain service quality standards
All About You
Customer-first mindset with strong attention to detail
Experience in disputes, fraud, or compliance investigations - should have understanding of chargeback rules and processes.
Familiarity with Section 75 of the UK Consumer Credit Act, Financial Ombudsman Service, A2A payments, and/or Open Banking is a plus but not required.
Self-starter with the ability to work independently - this is an individual contributor role. People management experience is not required.
Knowledge of the payments industry or banking operations preferred
Exposure to data analytics tools is a plus
Experience with Mastercard's Mastercom dispute application is desirable
University degree preferred
Comfortable in a fast-paced environment
Strong verbal and written communication skills—fluency in English required; German, French, or other major European languages preferred
Strong research skills across varied topics
Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.
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.
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