Director, Dispute Resolution Job Listing at Mastercard in O'Fallon, MO (Job ID R-254346)

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

Director, Dispute Resolution Overview
The Franchise model is the cornerstone of Mastercard's success, fostering trust and confidence in our brand for nearly 60 years. It's the driving force behind our competitive edge, enabling global operations at scale and driving innovation in traditional carded payments as well as new payment flows. Through this powerful business model, we ensure that everyday hundreds of millions of consumers, merchants, and banks make, accept, and approve payments with complete peace of mind. The Franchise team shapes the payments ecosystem by establishing principles and foundational standards, onboarding new participants, enabling disputes processes, and ensuring the safety and integrity of our network….all while driving Innovative concepts. Franchise is committed to ensuring the continued growth of Mastercard and the long-term health of the payments ecosystem.

Be part of a team that is not just leading but redefining the world of payments!

The Role:

This position has a dual reporting line into the SVP, North America Franchise regional lead and the VP, Franchise Dispute Resolution global vertical lead.
The Director, North America Franchise Dispute Resolution will play a key role as the disputes point of contact for NAM customers. This individual will educate customers on dispute standards, field customer questions, and proactively analyze customer dispute trends to assist customers in optimizing dispute outcomes. This individual will engage with cross-functional stakeholders to address priority areas of focus, including fraud-related disputes.

The role is based in St. Louis, MO and must adhere to Mastercard's hybrid approach.

Accountabilities:
• Review and decision complex arbitration and compliance cases
• Serve as the primary point of contact and disputes expert for NAM customers, providing education and support related to dispute resolution and Mastercard Chargeback Rules. Meet with Customers regularly both virtually and in-person
• Gather data and analyze metrics related to dispute processes for reporting and to determine Customer areas of opportunity
• Create new or update existing Chargeback standards to ensure changes to the payments ecosystem are considered, including the increase in Fraud and agentic commerce
• Executes policies, applications, and technical requirements of dispute management processing, chargeback rules and overall Mastercard Rules
• Assist with customer inquiries and provide chargeback subject-matter-expertise to customers
• Ensure internal processes are maintained to meet service and quality standards
• Interacts with cross-functional teams (e.g., Legal, Services, Account Teams, Product, Compliance, etc.) to provide support for new products (e.g., First Party Trust) and customers pain points (e.g., Returns Fraud)

All About You:
• Robust understanding of Mastercard's Franchise Standards and products
• Strong analytical skills and proven experience in pulling data and pivot tables required to gather and analyze disputes data, with the goal of assisting customers in optimizing dispute results
• Customer-facing experience required; Ability to think on your feet and remain composed under pressure
• Applied expertise with customer service principles, theories and concepts
• Applied expertise of financial industry/banking operations practices
• Experience reviewing dispute management processes, compliance programs or policies and making adjustment recommendations
• Strong interpersonal skills and demonstrate consistent success working with business partners in support of cross-function/global program
• Exposure to relevant Microsoft Office programs and ability to create deliverables on a timely basis (e.g., Excel, PowerPoint, PowerBI, etc.)
• Exposure to working with various product lines, technologies, and industries
• Attention to detail, strong business acumen and solutions-orientation are critical, as is an ability to demonstrate thought leadership
• Strong problem solving, agility and creative thinking skills
• Ability to interact effectively with internal and external business partners
• Excellent communication skills, both verbal and written – ability to build compelling presentations and influence cross functional teams
• Positive can-do attitude and a desire to grow professionally
• Ability to influence, lead and drive impact in internal/external meetings
• Proven ability to define problems, collect data, establish facts, and draw valid conclusions
• Strong project management skills including superior organization, planning, and follow through
• Must be willing to travel up to 10% of the time 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 and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. 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 of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 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; and many more.

Pay Ranges

O'Fallon, Missouri: $138,000 - $221,000 USD

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