Analyst, Franchise Services

Mastercard; O’Fallon (MO); On-site; USD 68,000 - 112,000; Full time

Job summary

Mastercard is seeking an Analyst for Franchise Services (Payment Processing Domain) within the GBSC. You will support B2B customers on onboarding, compliance programs, and governance, while driving process improvements and analytics.

You will engage with internal and external stakeholders, ensuring data quality, timely responses, and a high standard of customer service in a fast-paced environment. This role requires flexibility for shift coverage and strong communication skills.

Qualifications

• Strong problem solving and troubleshooting skills.
• High level of accuracy and attention to detail.
• Work effectively in dynamic, time-sensitive, high volume environment.
• Results-oriented with strong follow-through.
• Excellent interpersonal communication skills, both written and verbal.
• Basic understanding of SQL and Visual Basic.
• Strong proficiency with Excel and pivot tables.
• Exposure to working in customer service, preferably in a B2B environment.
• Strong ability to align and enhance processes.

Responsibilities

• Support B2B customers in navigating payment industry compliance programs and onboarding activities.
• Ensure customer experience and data quality per governance and Mastercard policies.
• Develop and implement process improvements for supported work streams.
• Assist in customer training and education initiatives by preparing communications and materials.
• Partner with customers regarding rules, procedures and processes to ensure compliance and satisfaction.
• Foster partnerships between GBSC and internal Mastercard units like Franchises Management.
• Provide superior customer service per GBSC standards (quality, response time, SLAs).
• Develop team reporting and insights into supported work streams.
• Deliver metrics and discuss KPIs for supported work streams.

Skills

Problem solving

Attention to detail

Time management

Communication

Operational excellence

Fast learner

Flexibility

Customer service

B2B experience

Tools

SQL

Visual Basic

Excel

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.

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

Analyst, Franchise Services

Job Title

Analyst- Franchise Services (Payment Processing Domain)

Overview

The GBSC (Global Business Solutions Center) is the shared services organization for Mastercard that provides services to all regions and all business units spanning 50 countries. Consistent with the One LFI model, GBSC is partnering with the Law and Franchise Integrity team to build a Franchise shared services function. An analyst on the Franchise Services team within the GBSC will be responsible for assisting with Franchise initiatives ranging from, but not limited to, supporting Mastercard customers in areas such as compliance or customer onboarding to assisting with process efficiency and reporting projects.

Are you comfortable with a changing and fast paced environment?

Do you have experience with B2B customers?

Are you committed to customer service?

Are you agile; do you love challenges and consider the business first?

Are you detail oriented?

• Support B2B customers in navigating payment industry compliance programs and various activities related to on-boarding customers, registration, card design, variance requests and responding to ad-hoc customer requests.
• Ensure customer experience and data quality requirements in accordance to customer governance requirements and Mastercard policies.
• Understand and develop process improvements related to supported work streams.
• May assist in customer training and education initiatives by preparing communications and materials, etc.
• Partner with customers, both internal and external, regarding rules, procedures and processes to ensure compliance and maintain customer satisfaction.
• Foster partnerships between GBSC and internal MasterCard business units such as Franchises Management and other stakeholders.
• Provides superior customer service according to the GBSC standards in terms of quality, response time, resolution time and adhering to SLAs.
• Develop and provide team reporting and insights into supported work streams.
• Deliver team metric and speak to key metric and KPIs for supported work streams.

All About You

• Strong problem solving and troubleshooting skills
• High level of accuracy and attention to detail
• Work effectively in dynamic, time-sensitive, high volume environment
• Results-oriented, strong follow-through skills
• Excellent interpersonal communication skills, both written and verbal with ability to explain processes and policies effectively.
• Operational Excellence
• Basic understanding of SQL and visual basic.
• Strong proficiency with excel and pivot tables.
• Exposure to working in customer service, preferably in a B2B environment
• Strong ability to align and enhance processes.
• Quick learner
• Flexible for shift job on need basis.

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

• 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.

Pay Ranges

O'Fallon, Missouri: $68,000 - $112,000 USD