Director, Customer Performance

Mastercard•Miami, FL

7d•$151,000 - $249,000•Onsite

About The Position

This role enables high-risk acquirers to participate in the Mastercard global ecosystem by engaging directly with customers to improve ecosystem performance and strengthen participants’ understanding of business requirements. With the growth of merchant fraud, acquirers must strengthen their screening of new merchants, as well as closely monitor new risk signals in transaction data, while ensuring their merchants remain compliant with local laws and Mastercard standards. To help acquirers achieve this, the Franchise team is looking for a fraud and compliance expert who acts as the primary interface with customers regarding acquirer performance for fraud rate, chargeback rate, violations of compliance standards, approval rate, and authentication success rate. The focus is on customers with a high-risk acquirer license which is required when they acquire specialty merchants like cryptocurrency, gambling, adult content etc. This role offers exciting opportunities to build new ecosystems with franchise as an enabler. The ideal candidate is one who is passionate about fraud/risk management & business growth, highly motivated, intellectually curious, and analytical. This position reports to Vice President, North America Customer Engagement & Performance.

Requirements

Fraud management experience, knowledge in card payments and transaction processing (including authentication and authorization), understanding of network rules and ideally relevant experience are required.
The ideal candidate would have worked at or with acquirers on fraud and merchant compliance.
Exceptional analytical skills to gather, synthesize, interpret, and action on data
Strong verbal and written communication, including delivering presentations, is necessary at both business and technical levels.
Collaborates effectively by taking ownership without being asked and working with team members to achieve common goals aligned with Mastercard values.
Drives execution with strong follow-up of action items, making efficient use of time and incorporating contingencies into planning and following through on commitments.
Exhibits flexibility and commitment demonstrated by remaining focused when unanticipated changes occur and by effectively resolving conflicts to accomplish goals.
Identifies root causes of problems thanks to data analysis, thinks creatively to find and implement solutions, rather than just raising issues.
Able to analyze data and build new reports.

Nice To Haves

Being able to sell ideas is desired.

Responsibilities

Responsible for the planning and delivery of all aspects of the fraud management effort to customers, merchants, payment facilitators, service providers.
Designing internal and external reports that help identify poor performance areas and hence need urgent attention.
Engaging with customers when there are performance issues (including rule violations).
Selling and delivering consulting engagements to support acquirer performance optimization (trainings, performance optimization projects).
Working with colleagues in Franchise to improve such engagements and better manage Specialty Merchants (e.g., expanding their categories, identifying missing registrations, optimizing costs).
Identifying fraud trends and share with product teams, customers and banking associations.

Benefits

insurance (including medical, prescription drug, dental, vision, disability, life insurance)
flexible spending account and health savings account
16 weeks of new parent leave
up to 20 days of bereavement leave
80 hours of Paid Sick and Safe Time
25 days of vacation time
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