Senior Investigator, Global Rules Program

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 Investigator, Global Rules Program
Overview:
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 transparency of our transaction data. We preserve the integrity of the Mastercard brand by ensuring customer adherence with Mastercard Rules and Standards.
Role:
• Assist with the management of an established global compliance program, Global Rules Investigation Program (GRIP), by investigating incoming complaints or proactive investigations on Rule violations • Open compliance cases to investigate and resolve customer noncompliance performance issues• Must be able to independently identify performance issues, manage case workload, develop a resolution process and communicate case status updates timely with relevant groups which may be impacted • Must be able to think "outside the box" and offer the most efficient and practical solution• Analyze trends with our customer to validate the issue and confirm corrective measures were implemented to resolve• Review complaints, draft noncompliance investigation letters and work with customers to resolve rule violations (ex - fraud scam complaints, payment facilitator violations and other Mastercard Rule violations)• Assist with training and support to issuing and acquiring customers to increase awareness of Mastercard Standards and correct identified deficiencies• Develop and assimilate new processes to enhance program initiatives
All About You:
• Knowledge of electronic payment processing; experience in compliance, fraud and risk management disciplines• Experience in conducting investigations, ability to clearly document and articulate findings (storytelling), acuity to uncover fine details, strong intuition and emotional intelligence• Strong attention to detail, highly organized, critical thinker who is able to multitask and follow multi step processes. Must be self-motivated, able to work independently in developing and mapping out solutions, and manage time effectively• Requires a high level of tact and integrity due to the frequency of communicating with high-level internal and external contacts, as well as, regular exposure to confidential data• Superior written and verbal communication skills• Advanced investigative and problem-solving skills• Must be able to work in a fast paced and dynamic environment, handle multiple tasks, consistently meet established deadlines, and deliver exceptional results• Excellent PC skills including proficiency in Microsoft Excel, Word, and PowerPoint
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