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About the Role

Mastercard operates the world’s fastest payment processing network, connecting consumers, financial institutions, merchants, governments, and businesses globally. We are committed to making payments safe, simple, and smart through our technology and expertise. The Franchise Brand Performance Team focuses on advancing ecosystem health and profitability by optimizing performance and enhancing brand strength, acceptance network, and data.

Responsibilities

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.

Requirements

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.

Skills

Investigative case work
Evidence review
Documentation
Case outcomes
Merchant onboarding
Monitoring
Customer response review
Mastercard Standards violations
Analytical skills
Project management skills
Collaboration
Detail-oriented
Case management
Reporting
Analytics
Investigation tools

Location

Toronto, Canada

Work Type

Full-time

Experience Level

Senior
3-5 years

Salary/Compensations

$83,000 - $132,000 CAD

Benefits

Discretionary annual incentive program

About the Company

Mastercard powers economies and empowers people in 200+ countries and territories worldwide.
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.
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.
Mastercard’s Franchise Brand Performance Team advances ecosystem health and profitability by engaging our customers to optimize performance and to enhance the strength of our brand, acceptance network, and data.
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.

Equal Opportunity

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 reasonable_accommodation@mastercard.com 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.