MasterCard Manager (IC) - Dispute Resolution Management in O'Fallon, Missouri

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Manager (IC) - Dispute Resolution Management


Responsible for the direction, management, and execution of dispute resolution strategies, policies, and practices, including managing and resolving customer disputes through Mastercard arbitration and/or compliance processes.


Reviews and decisions complex arbitration and compliance cases

Serves as a focal point for customer education and support related to dispute resolution and MasterCard Rules

Executes policies, applications, and technical requirements of dispute management processing, chargeback rules and overall Mastercard Rules

Managing the daily dispute process and being the focal point of resolution of questions

Ensure problems of varying complexity are resolved to the customer's satisfaction and within the philosophy of Dispute Resolution.

Assist with the development and maintenance of Mastercard€™s Chargeback Rules

Initiates and builds customer relationships, working towards increasing customer satisfaction in all interactions

Provide chargeback training and subject-matter-expertise to customers

Provide leadership and direction to all internal staff members

Recommend and implement business or process improvements, recognizing global perspectives.

Ensure initiatives align with business goals, and processes are maintained to meet service and quality standards.

Interacts with multiple corporate and business units (e.g., Legal, AML, Customer Risk, Rules, Account Teams, Compliance, Product Development, etc.) to provide support to customers


Applied expertise with customer service principles, theories and concepts

Applied expertise of financial industry/banking operations practices

Experience reviewing dispute management processes, compliance programs or policies and making adjustment recommendations

Experience identifying opportunities through analysis of data or metrics to improve performance with compliance programs, dispute management &/or operational processes and controls

Demonstrate consistent success working with business partners in support of cross-function/global program


Successfully managed major elements of a large, cross-functional project

Experience working and building relationships with colleagues from other markets and business units

Established as a subject matter expert and served as the go-to resource for junior and senior staff

Experience presenting and/or training small-to-large sized groups


Bachelor's degree in business, finance or information technology or equivalent work experience.

Equal Opportunity Employer
Requisition ID: R-52195