MasterCard Manager (IC) - Dispute Resolution Management in O'Fallon, Missouri
Who is Mastercard?
We are the global technology company behind the worlds 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.
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 Mastercards 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
ALL ABOUT YOU:
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