Conducts investigations under Mastercard’s Business Risk Assessment and Mitigation program, reviewing evidence, evaluating customer responses, documenting findings, and supporting case outcomes. The role manages referrals, escalations, stakeholder communications, case tracking, reporting, trend identification, process improvements, and training. It requires careful handling of confidential data and collaboration with customers, vendors, internal teams, and referral partners to protect Mastercard’s brand and enforce its standards.
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, Customer Performance, Brand-1
Overview
Mastercard operates the world's fastest payment processing network, connecting consumers, financial institutions, merchants, governments, and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple and smart. We know safety and security are the top priorities of our customers, cardholders and partners, so we won't stand still in developing new and better ways to keep payments safe.
• Do you have experience conducting investigations, reviewing evidence, and documenting case outcomes?• Do you have knowledge of merchant onboarding, monitoring, customer response review, and potential Mastercard Standards violations?• Are you a high performer with strong analytical, documentation, and project management skills?• Are you collaborative, detail-oriented, and able to support credible investigations in a fast-paced environment?
Mastercard's Franchise Brand Performance Team advances ecosystem health and profitability by engaging our customers to optimize performance and to enhance the strength of our brand, acceptance network, and data.
Role• Preserve the integrity of the Mastercard brand by conducting investigative case work under the Business Risk Assessment and Mitigation (BRAM) program, including matters involving potential illegal activity, brand-damaging activity, or violations of Mastercard Standards• Review referrals from external partners and internal stakeholders, assess BRAM scope, gather relevant facts, and support timely investigation initiation• Conduct evidence review, customer response evaluation, testing coordination, documentation, assessment recommendation support, and case closure activities• Investigate and resolve inquiries from across the business and external customers to determine whether Mastercard Standards concerns exist and whether BRAM case activity is warranted• Apply established investigative procedures, audit expectations, and best practices to ensure consistent, objective, and well-documented case outcomes• Escalate sensitive, complex, repeat-offender, or high-impact matters to management with clear facts, rationale, and recommended next steps• Support engagement with referral partners, vendors, customers, and internal stakeholders by preparing case materials, tracking follow-up, and maintaining professional communication• Contribute to team inbox triage, referral management, case tracking, workload visibility, and investigation metrics• Identify referral trends, emerging typologies, documentation issues, and process improvement opportunities to support BRAM program effectiveness• Support case management tool adoption, data integrity, reporting needs, and process enhancements in partnership with Operations and Enablement• Assist with training, stakeholder education, BRAM Announcements, guidance materials, and cross-team initiatives as needed• 3-5 years' experience conducting investigative, compliance, risk, audit, merchant monitoring, or brand protection work, with demonstrated ability to evaluate facts, document findings, and support defensible case outcomes• Experience with merchant onboarding practices, ongoing monitoring for suspicious activity, referral review, evidence assessment, and customer response evaluation• Strong attention to detail, highly organized, critical thinker able to multitask, follow multi-step processes, and identify relevant issues across complex case facts• Must be self-motivated and able to manage time effectively with competing priorities while supporting timely case progression• Experience, confidence, and high level of tact and integrity due to frequent interaction with internal and external stakeholders, as well as regular exposure to confidential data• Superior written and verbal communication skills, including ability to document investigative findings, communicate case rationale, and support stakeholder follow-up• Strong analytical, investigative, and problem-solving skills• Excellent technical skills including Microsoft Office; experience with case management, reporting, analytics, monitoring, or investigation tools preferred
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 [email protected] 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:
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.
Pay Ranges
Toronto, Canada: $83,000 - $132,000 CAD
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, Customer Performance, Brand-1
Overview
Mastercard operates the world's fastest payment processing network, connecting consumers, financial institutions, merchants, governments, and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple and smart. We know safety and security are the top priorities of our customers, cardholders and partners, so we won't stand still in developing new and better ways to keep payments safe.
• Do you have experience conducting investigations, reviewing evidence, and documenting case outcomes?• Do you have knowledge of merchant onboarding, monitoring, customer response review, and potential Mastercard Standards violations?• Are you a high performer with strong analytical, documentation, and project management skills?• Are you collaborative, detail-oriented, and able to support credible investigations in a fast-paced environment?
Mastercard's Franchise Brand Performance Team advances ecosystem health and profitability by engaging our customers to optimize performance and to enhance the strength of our brand, acceptance network, and data.
Role• Preserve the integrity of the Mastercard brand by conducting investigative case work under the Business Risk Assessment and Mitigation (BRAM) program, including matters involving potential illegal activity, brand-damaging activity, or violations of Mastercard Standards• Review referrals from external partners and internal stakeholders, assess BRAM scope, gather relevant facts, and support timely investigation initiation• Conduct evidence review, customer response evaluation, testing coordination, documentation, assessment recommendation support, and case closure activities• Investigate and resolve inquiries from across the business and external customers to determine whether Mastercard Standards concerns exist and whether BRAM case activity is warranted• Apply established investigative procedures, audit expectations, and best practices to ensure consistent, objective, and well-documented case outcomes• Escalate sensitive, complex, repeat-offender, or high-impact matters to management with clear facts, rationale, and recommended next steps• Support engagement with referral partners, vendors, customers, and internal stakeholders by preparing case materials, tracking follow-up, and maintaining professional communication• Contribute to team inbox triage, referral management, case tracking, workload visibility, and investigation metrics• Identify referral trends, emerging typologies, documentation issues, and process improvement opportunities to support BRAM program effectiveness• Support case management tool adoption, data integrity, reporting needs, and process enhancements in partnership with Operations and Enablement• Assist with training, stakeholder education, BRAM Announcements, guidance materials, and cross-team initiatives as needed• 3-5 years' experience conducting investigative, compliance, risk, audit, merchant monitoring, or brand protection work, with demonstrated ability to evaluate facts, document findings, and support defensible case outcomes• Experience with merchant onboarding practices, ongoing monitoring for suspicious activity, referral review, evidence assessment, and customer response evaluation• Strong attention to detail, highly organized, critical thinker able to multitask, follow multi-step processes, and identify relevant issues across complex case facts• Must be self-motivated and able to manage time effectively with competing priorities while supporting timely case progression• Experience, confidence, and high level of tact and integrity due to frequent interaction with internal and external stakeholders, as well as regular exposure to confidential data• Superior written and verbal communication skills, including ability to document investigative findings, communicate case rationale, and support stakeholder follow-up• Strong analytical, investigative, and problem-solving skills• Excellent technical skills including Microsoft Office; experience with case management, reporting, analytics, monitoring, or investigation tools preferred
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 [email protected] 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 Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.
Pay Ranges
Toronto, Canada: $83,000 - $132,000 CAD
Similar Jobs at Mastercard
Blockchain • Fintech • Payments • Consulting • Cryptocurrency • Cybersecurity • Quantum Computing
Lead Data Scientist analyzing global fraud data to identify patterns, develop predictive models, and prevent payment fraud. The role builds fraud-related products and services, extracts insights from large datasets, collaborates with stakeholders, and presents findings to management and clients. Required skills include Python, Spark, complex data queries, and advanced data analysis. Experience with agentic AI systems and Unix is preferred, along with payments or fraud expertise.
Top Skills:
SparkLlm-Based AgentsPythonUnix
Blockchain • Fintech • Payments • Consulting • Cryptocurrency • Cybersecurity • Quantum Computing
Manages global Mastercard BRAM investigations involving potential illegal activity, brand-damaging conduct, and Standards violations. Oversees referral intake, evidence review, investigation strategy, customer responses, escalations, case quality, documentation, and closure. Provides guidance and prioritization to investigators, manages referral partners and vendors, monitors workloads and metrics, and collaborates with Legal, Regulatory Affairs, Operations, and regional teams to deliver defensible outcomes and improve governance, tools, analytics, and investigative processes.
Top Skills:
Case Management SystemsInvestigation ToolsMS OfficeMonitoring ToolsReporting And Analytics Tools
Blockchain • Fintech • Payments • Consulting • Cryptocurrency • Cybersecurity • Quantum Computing
Supports sales, customer success, and product development for Mastercard Identity through data analysis, machine learning, rules-based fraud models, and proof-of-value testing. Advises customers on fraud workflows, analyzes data features, supports API integration QA, and provides product recommendations. Builds customer relationships, translates business needs into technical solutions, contributes to product specifications and training, and serves as a subject matter expert on identity data and products.
Top Skills:
Identity ApisMachine LearningPythonSQL
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
