OverviewThe Issuer Fraud Solutions team at Mastercard delivers technology, products, and services that facilitate seamless, fast and secure payments across the network and the internet of things (IoT). These solutions leverage data, and artificial intelligence (AI) to provide services that benefit the entire payments ecosystem. The team protects the integrity of the payment system across physical and digital channels by delivering fraud management and mitigation products that address the entire account lifecycle while ensuring a positive experience for consumers.ResponsibilitiesEngage regularly with customers to capture their experiences with our services and identify opportunities for continuous improvementAnalyze customer performance and trends for risk management KPIsCollaborate with product leads regionally and globally to drive customer engagement and provide feedback to product development and management teamsIdentify areas of product cross sell among the suite of AI fraud solutionsBuild case studies and reports at a regional level for internal and external communicationsAssess customer’s authorization and fraud performance via structured dataGenerate authorization and fraud performance presentations that reflect the customer’s realityCapture customer understanding of Mastercard’s AI-based fraud solutions and tailor training sessions to level-set knowledgeBuild and deliver risk performance reviewsBuild and deliver product utilization reviewsSupport customers during fraud attacksManage customer onboarding activitiesCommunicate customer feedback to appropriate teams to enhance the client experienceAssist with customer training and creating best-practice documentation including industry knowledge and platform useSupport the resolution of customer-specific issues/concernsAll About You (Qualifications)Bachelor’s degree in business, marketing, finance, information systems or related fieldExperience in fraud managementExperience in customer relationship managementTechnologically savvy with the ability to translate complex technical details into simple business conceptsStrong analytical skills with ability to mine and interpret dataStrong organizational skills with the ability to learn quickly and multi-task across multiple projects in a fast-paced environmentExcellent communication and interpersonal skillsExperience interacting with customers and asking effective, forward-thinking questionsKnowledgeable in key metric identification for driving and maintaining healthy business performanceProficient in MS Word, MS Excel, PowerPoint for creating engaging reports and presentationsFlexible and solution-oriented, comfortable dealing with ambiguityExcellent relationship-building skills; able to maintain strong working relationships across multiple functions and regionsCorporate Security ResponsibilityAll activities involving access to Mastercard assets, information, and networks come with inherent risk. Every person working for Mastercard is responsible for information security and must:Abide by Mastercard’s security policies and practicesEnsure the confidentiality and integrity of the information being accessedReport any suspected information security violation or breachComplete all periodic mandatory security trainings per Mastercard guidelinesSeniority levelAssociateEmployment typeFull-timeJob functionSales and Business DevelopmentIndustriesFinancial Services, IT Services and IT Consulting, and Technology, Information and Internet
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