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- Tasks: Resolve customer disputes using innovative processes and data analytics.
- Company: Join Mastercard, a leader in the payments ecosystem.
- Benefits: Full-time role with competitive salary and growth opportunities.
- Why this job: Make a real impact in the financial services industry.
- Qualifications: Experience in disputes or compliance investigations preferred.
- Other info: Fast-paced environment with a focus on customer satisfaction.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Manager, Dispute Resolution role at Mastercard
Title And Summary
Manager, Dispute Resolution
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 Include
- 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
- 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; and
- 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, and Technology, Information and Internet
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Manager, Dispute Resolution employer: MasterCard
Contact Detail:
MasterCard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Dispute Resolution
✨Tip Number 1
Network like a pro! Reach out to people in the payments industry, especially those who work at Mastercard or similar companies. A friendly chat can open doors and give you insights that might just land you that interview.
✨Tip Number 2
Prepare for the interview by brushing up on chargeback rules and processes. Show us you know your stuff! Familiarise yourself with the latest trends in dispute resolution and be ready to discuss how you can contribute to improving team processes.
✨Tip Number 3
Don’t underestimate the power of a follow-up! After your interview, drop a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Mastercard team and ready to tackle the challenges in dispute resolution.
We think you need these skills to ace Manager, Dispute Resolution
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Manager, Dispute Resolution role. Highlight your experience in disputes, fraud, or compliance investigations, and don’t forget to mention any familiarity with chargeback rules and processes.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your customer-first mindset and attention to detail. Explain why you’re passionate about dispute resolution and how your skills align with Mastercard’s goals.
Showcase Your Communication Skills: Since strong verbal and written communication skills are key for this role, make sure your application reflects that. Keep your language clear and professional, and double-check for any typos or errors.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at MasterCard
✨Know Your Chargeback Rules
Make sure you brush up on chargeback rules and processes before the interview. Understanding the ins and outs of these regulations will not only show your expertise but also demonstrate your commitment to the role.
✨Showcase Your Customer-First Mindset
Prepare examples that highlight your customer-first approach. Think about times when you've resolved disputes or improved customer satisfaction, as this aligns perfectly with what the team at Mastercard is looking for.
✨Familiarise Yourself with Relevant Legislation
Even if you’re not an expert, having a basic understanding of the UK Consumer Credit Act and the Financial Ombudsman Service can set you apart. It shows that you're proactive and willing to learn about the industry.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing complex topics like compliance and dispute resolution. Strong verbal and written communication skills are crucial for this role, so don’t shy away from showcasing them during the interview.
