Manager, Dispute Resolution

Mastercard; Amsterdam; On-site; EUR 65,000 - 85,000; Full time

Job summary

A leading financial services company in Amsterdam is seeking a mid-senior level professional for their Dispute Resolution Management team. The successful candidate will handle inquiries about chargeback rules and processes, review arbitration cases, and provide education on disputes. A strong customer-first mindset and experience in compliance investigations are essential. This full-time position requires fluency in English and offers an opportunity to influence chargeback strategies in the payments ecosystem.

Qualifications

• Experience in disputes, fraud, or compliance investigations.
• Familiarity with Section 75 of the UK Consumer Credit Act is a plus.
• Self-starter with the ability to work independently.
• Knowledge of the payments industry or banking operations preferred.
• Fluency in English required; other languages preferred.

Responsibilities

• Handle customer inquiries about chargeback rules.
• Review and rule on arbitration and compliance cases.
• Provide education and consultation on chargeback processes.
• Evolve chargeback rules in line with market needs.
• Act as a liaison for stakeholders regarding dispute resolution.

Skills

Customer-first mindset

Attention to detail

Understanding of chargeback rules

Strong verbal and written communication

Research skills

Education

University degree

Tools

Data analytics tools

Mastercom dispute application

Job description

Overview

The Mastercard Dispute Resolution Management team is responsible for resolving customer disputes across current and emerging platforms using innovative processes, data analytics, and cyber intelligence. As part of Mastercard’s Franchise business unit, the team plays a key role in maintaining balance and integrity in the payments ecosystem.

Key Responsibilities

• Handling customer (card issuer and acquirer) inquiries about chargeback rules and processes
• Reviewing and ruling on arbitration and compliance cases
• Providing education and consultation to customers on chargeback rules and processes
• Evolving Mastercard’s chargeback rules in line with market needs
• Acting as a liaison for internal and external stakeholders regarding dispute resolution
• Contribute to improving team processes, standards, and strategy
• Identify challenges and recommend practical solutions
• Ensure initiatives support broader business goals and maintain service quality standards

All About You (Qualifications)

• Customer-first mindset with strong attention to detail
• Experience in disputes, fraud, or compliance investigations – should have understanding of chargeback rules and processes
• Familiarity with Section 75 of the UK Consumer Credit Act, Financial Ombudsman Service, A2A payments, and/or Open Banking is a plus but not required
• Self-starter with the ability to work independently — this is an individual contributor role. People management experience is not required
• Knowledge of the payments industry or banking operations preferred
• Exposure to data analytics tools is a plus
• Experience with Mastercard’s Mastercom dispute application is desirable
• University degree preferred
• Comfortable in a fast-paced environment
• Strong verbal and written communication skills—fluency in English required; German, French, or other major European languages preferred
• Strong research skills across varied topics

Corporate Security Responsibility

• 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
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Financial Services
• IT Services and IT Consulting
• Technology, Information and Internet