Director, Customer Performance
About The Position
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. Mastercard is a global technology company in the payments industry, operating as the world’s fastest payment processing network. Our mission is to connect and power an inclusive, digital economy that benefits consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. Safety and security are top priorities and we continually find opportunities to make transactions safe, simple, smart, and accessible. 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. 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. Being able to sell ideas is desired.
- 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. Is able to analyze data and build new reports.
- Frequent travel (at least 50%) in the United States and Canada
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
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
