Senior Analyst, Customer Performance, Brand-1

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

Job summary

Mastercard seeks a Senior Analyst, Customer Performance within Brand-1 to conduct investigative case work under the BRAM program, review referrals, and determine Mastercard Standards concerns. The role requires analytical, documentation, and communication skills to support credible investigations in a fast-paced environment.

Role includes handling case materials, coordinating with internal and external stakeholders, and contributing to process improvements while ensuring data integrity and

Qualifications

• 3-5 years’ experience in investigative, compliance, risk, audit, merchant monitoring, or brand protection work with evidence-based findings.
• Experience with merchant onboarding, ongoing monitoring for suspicious activity, referral review, and evidence assessment.
• Strong attention to detail, highly organized, and able to multitask across complex case facts.
• Superior written and verbal communication, documenting findings and supporting stakeholder follow-up.
• Proficiency with Microsoft Office; familiarity with case management, reporting, analytics, or investigation tools.

Responsibilities

• Preserve Mastercard brand integrity by conducting BRAM investigations and matters involving potential illegal activity or violations of Mastercard Standards.
• Review referrals, assess BRAM scope, gather facts, and support timely investigation initiation.
• Conduct evidence review, evaluate customer responses, coordinate testing, document findings, and support case closure.
• Investigate inquiries to determine Mastercard Standards concerns and BRAM warrant.
• Apply investigative procedures, audit expectations, and best practices for consistent outcomes.
• Escalate sensitive or high-impact matters with clear facts and next steps to management.
• Prepare case materials and communicate with referral partners, vendors, and stakeholders.
• Support BRAM metrics, triage, and process improvements with Operations and Enablement.
• Assist training and communications to educate stakeholders on BRAM.
• 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

Skills

Investigations

Analytical

Documentation

Project management

Communication

Attention to detail

Time management

Stakeholder engagement

MS Office

Tools

Case management tools

Analytics tools

Monitoring 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?

Mastercard’s Franchise Brand Performance Team advances ecosystem health and profitability by engaging our customers to optimise 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 [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