Senior Analyst, Customer Performance, Brand-1

Mastercard Inc.; Toronto; On-site; CAD 83,000 - 132,000; Full time

Job summary

Mastercard Inc. is seeking a Senior Analyst, Customer Performance to support BRAM investigations, brand protection, and reviews across internal and external partners.

You will review referrals, collect facts, and help determine whether Mastercard Standards concerns exist, documenting findings for defensible case outcomes. You will coordinate testing, manage timelines, and communicate clearly with stakeholders while maintaining data integrity in a fast-paced environment.

Qualifications

• 3-5 years’ experience conducting investigative, compliance, risk, audit, merchant monitoring, or brand protection work.
• Experience with merchant onboarding practices, ongoing monitoring for suspicious activity, referral review, evidence assessment, and customer response evaluation.
• Strong analytical, investigative, and problem-solving skills.
• Superior written and verbal communication skills, including ability to document investigative findings.
• Excellent technical skills including Microsoft Office; experience with case management, reporting, analytics, monitoring, or investigation tools preferred.
• Must be self-motivated and able to manage time effectively with competing priorities while supporting timely case progression.

Responsibilities

• Preserve the integrity of Mastercard brand by conducting BRAM investigations under the risk program.
• Review referrals from external partners and internal stakeholders, assess BRAM scope and gather facts.
• Conduct evidence review, customer response evaluation, testing coordination, and case closure activities.
• Investigate inquiries to determine whether Mastercard Standards concerns exist and BRAM activity is warranted.
• Apply established procedures to ensure consistent, objective, and well-documented outcomes.
• Escalate sensitive, complex, or high-impact matters with clear rationale and next steps.
• Support engagement with partners, vendors, customers, and internal stakeholders with case materials and communication.
• Contribute to metrics, workload visibility, and process improvements for BRAM program effectiveness.
• Assist with training and guidance materials related to BRAM and cross-team initiatives.

Skills

Investigations

Data analysis

Documentation

Project management

Communication

Stakeholder management

Tools

Microsoft Office

Case management tools

Job description

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?

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 [e-mail] 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

Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.