Director, Customer Onboarding and Partnership

Mastercard • O'fallon, MO

5d • Onsite

About The Position

Franchise is core to all Mastercard business. Franchise enables business growth and value, fostering interactions with customers which provides ongoing trust and confidence in the evolving payments and data driven ecosystem. The North America (NAM) Franchise Growth & Enablement team seeks an experienced fraud and compliance expert for the role of Director, High Risk Acquirer Performance in the NAM Region. As merchant fraud continues to rise, acquirers must strengthen their merchant onboarding processes and actively monitor risk signals within transaction data, all while ensuring ongoing compliance with local regulations and Mastercard standards. This role will serve as the primary interface for customers and customer-facing teams concerning acquirer performance, especially for those with high-risk acquirer licenses—required for specialty merchants. This role will be based out of our O'Fallon, MO office requiring travel as needed to customer sites within in the North American region.

Requirements

• Extensive experience in fraud management within card payments and transaction processing, including authentication and authorization.
• Strong understanding of payment scheme rules.
• Direct experience working with acquirers on merchant fraud and compliance with Mastercard standards.
• Experience selling tools and solutions related to fraud prevention, compliance, and merchant risk management.
• Familiarity with regulatory requirements and best practices in the North American market for high-risk merchants.
• Ability to travel (50%+) within the NAM region as needed for customer engagement, training, and industry events.
• Demonstrated leadership in managing high-risk portfolios and specialty merchant categories.
• Proven track record in regulatory engagement and industry collaboration.
• Experience in change management and adapting to evolving payment industry trends.
• Bachelor’s degree
• Banking Industry Knowledge required
• Prior experience in risk management and/or fraud functions
• Communication: Strong verbal and written communication skills, including delivering presentations at both business and technical levels. Ability to sell ideas and solutions effectively.
• Collaboration: Takes ownership proactively and works collaboratively with team members to achieve common goals.
• Execution: Demonstrates efficient follow-up of action items, effective time management, contingency planning, and commitment to deliverables.
• Performance: Results-driven, able to identify and capitalize on opportunities for selling Franchise Solutions and other Mastercard services.
• Flexibility: Maintains focus and commitment during unanticipated changes, resolving conflicts efficiently to accomplish goals.
• Problem Solving: Utilizes data analysis to identify root causes, thinks creatively to develop actionable solutions, and builds new reports to support decision-making.

Responsibilities

• Deliver comprehensive training sessions for Acquirers on Specialty Merchant requirements to ensure compliance and operational excellence.
• Educate acquirers on identifying and managing fraudulent merchants, including risk assessment and appropriate mitigation strategies.
• Provide expertise in specialty merchant risk management, supporting acquirers in adapting to new risk signals and regulatory changes.
• Design internal and external reports to identify areas of poor performance and prioritize urgent remediation.
• Engage directly with customers to address performance issues, including rule violations and compliance breaches.
• Work with internal stakeholders to optimize specialty merchant program (expanding categories, identifying missing registrations, maintaining standards.).
• Lead initiatives in fraud prevention by providing up-to-date guidance on industry trends, emerging threats, and effective countermeasures.
• Monitor ongoing compliance with Mastercard standards, ensuring acquirers uphold high standards in fraud prevention and merchant management.

What This Job Offers

• Job Type: Full-time
• Career Level: Director