Job 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 Senior Analyst – Dispute Resolution Management (EEMEA) 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 innovation, we enable individuals, financial institutions, governments, and businesses to 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 Franchise model is the cornerstone of our 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 as well as new payment flows. Through this powerful business model, we ensure that everyday hundreds of millions of consumers and merchants make payments and accept payments with complete peace of mind. The Franchise team shapes the payments ecosystem by setting standards, onboarding new participants, resolving disputes, and ensuring the safety and integrity of our network. We are committed to ensuring we have a long-term, healthy, and sustainable ecosystem that supports the continued growth of Mastercard. Be part of a team that is not just leading but redefining the world of payments. The Dispute Resolution Management (DRM) team is responsible for ensuring integrity across the payment ecosystem by managing chargebacks, arbitration, and compliance processes. The team arbitrates disputes, supports customers, and evolves Mastercard standards through data-driven insights and expertise. Within the Franchise organization, DRM plays a critical role in: • Managing chargeback and arbitration processes • Supporting customers on dispute-related matters • Providing training and advisory services • Driving adoption of Mastercard Rules and standards This role will directly support the 81 markets of the EEMEA (Eastern Europe, Middle East & Africa) region, strengthening in-market expertise and customer engagement. ________________________________________ Role This position is responsible for supporting dispute resolution activities across EEMEA, with a focus on arbitration rulings, customer engagement, and regional support.
