Specialist- Dispute Resolution Management (Chargeback)

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

Specialist- Dispute Resolution Management (Chargeback)

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our
company. With connections across more than 210 countries and territories, we are building a
sustainable world that unlocks priceless possibilities for all.

Overview
The mission of the Mastercard Dispute Resolution Management team is to arbitrate customer disputes and compromise events across current, new, and evolving platforms, through the use of innovative processes, data analytics, and cyber intelligence, thereby fostering balance and integrity in the payments ecosystem. As part of Mastercard’s Franchise business unit, Dispute Resolution Management performs the following chargeback-related responsibilities- Handles customer inquiries and settles disputes relating to chargebacks, reviews and decides on arbitration and compliance cases, provides customer education on chargeback processing, serves in a consultative capacity to internal and external audiences, and manages and evolves Mastercard chargeback and arbitration rules.

Role:

• The core responsibility of this role is to review and rule on chargeback arbitration cases specific to cardholder disputes, fraud, point of interaction errors, authorization, and questionable merchant activity
• Assist with customer inquiries, support and resolving issues related to chargeback arbitration cases
• Execute policies, applications, and technical requirements of dispute management processing, chargeback rules and overall Mastercard Rules
• Ensure initiatives align with business goals, and processes are maintained to meet service and quality standards
• Interacts with multiple business units (e.g., Legal, Regulatory, Customer facing, account teams and others) to support broad corporate initiatives
• Provide Chargeback Workshops to customers, virtually or face to face

All About You:

• Fluent in written and spoken English and Spanish, with professional-level proficiency in both languages
• Additional language skills, such as Portuguese, are a plus
• Have a clear mission that focuses on the attention of the customer’s need above your own
• Experience and knowledge in chargebacks, dispute management, fraud, transaction processing and/or compliance-related investigations are preferred
• Self-motivation
• Influential and interpersonal skills
• Experience and ability to work independently to produce results as well as in a team setting
• Knowledge and/or expertise of the payment card industry and banking operations practices preferred
• Exposure to relevant Microsoft Office programs and ability to create deliverables on a timely basis (e.g., Excel, PowerPoint, Access, etc.)
• Bachelor's degree in business, engineering, finance or information technology or equivalent work experience preferred
• Ability to work in a high paced environment
• Possess developed both written and verbal communication skills
• Capable of performing research across multiple subject lines and attention to detail
• Ability to interpret holistically and notions of process mapping
• Availability to travel (if necessary)
• Knowledge of chargeback risk management, is a plus

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 comes 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.