Senior Analyst, Customer Performance, Brand-1

AI in this role

Conducts investigative casework and brand risk assessments to ensure compliance with company standards and ecosystem health.

investigationrisk-assessmentcompliancedata-analysisproject-management

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 reasonable_accommodation@mastercard.com 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

How we rate this

Senior Analyst, Customer Performance, Brand-1 at Mastercard rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

InvestigationRisk AssessmentComplianceData AnalysisProject Management

Questions you could be asked

Tell me about a project where investigation was part of your work. What did you do?
Tell me about a project where risk assessment was part of your work. What did you do?
Tell me about a project where compliance was part of your work. What did you do?
Tell me about a project where data analysis was part of your work. What did you do?
Tell me about a project where project management was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Investigation, Risk Assessment, Compliance, Data Analysis, and Project Management. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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