We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team one that makes better decisions, drives innovation and delivers better business results.
Title And Summary
Manager, Fraud Product Management
Who is MasterCard
What role do we play in the modern world? Are we an enabler of purchases or a facilitator for transactions? We play a much larger role in the world by enabling those that have no access to financial systems every employee has the opportunity to be a part of something bigger and to change lives. We have the technology, people and Brand to serve modern society . Today, we are a global tech company that connects everyone to endless possibilities, priceless possibilities.
Overview
- The Cyber and Intelligence Solutions (C&I) team at Mastercard delivers technology, products, and services that facilitate seamless, fast and secure payments across the network and the internet of things (IoT). These solutions leverage the latest technology, a vast array of data resources, and artificial intelligence (AI) to provide services that benefit the entire payments ecosystem.
- Additionally, the goal of C&I is to protect and ensure the integrity of the payment system including physical and digital channels by delivering fraud management and mitigation products that address the entire account lifecycle and work equally to ensure a positive experience for consumers.
- The Specialist, Decision and Transaction Solutions will execute the strategy of Enhanced Protection Service, to help customer to see the full value of Decision Intelligence (DI) while maximize its usage by providing specialized support to:
- Improve visibility of customers performance on risk management across portfolios
- Improve customer knowledge and understanding of Mastercard's fraud solutions
- Increase and optimize utilization of Mastercard's fraud solutions
- The key responsibilities of this role include the following:
- Capture customers experiences with our services and identify opportunities for continuous improvement
- Analyze customer performance and trends for risk management KPIs
- Collaborate closely with product leads globally to drive customer engagement
- Evaluate customer engagement with the service and provide feedback to the product development and management teams.
- Develop customer engagement / success narrative to drive sales.
- Build case studies and reports at a regional level to incorporate in internal and external communications.
- Have you worked closely with clients to improve process?
- Are you capable of solving complex issues that drive new and insightful results?
- Is your next job one that will influence the performance of fraud globally?
- Assess customers authorization and fraud performance via structured data
- Generate authorization and fraud performance presentations that reflect the customers reality
- Capture customers understanding on Decision Intelligence solution and tailor training session to level set knowledge
- Build and deliver risk performance review
- Build and deliver product utilization review
- Build and deliver training session about product, risk management and usage of IA
- Support customers during fraud attacks
- Manage customer onboarding activities
- Communicate customer feedback to appropriate teams to enhance the client experience
- Assist with customer training and creating best practice documentation including industry knowledge and platform use
- Support the resolution of customer specific issues/concerns
- Bachelors degree in business, marketing, finance, information systems or a related field.
- Experience in fraud management
- Experience in customer relationship management
- Technologically savvy with the ability to understand and translate complex technical details into simple business concepts.
- Strong analytical skills with ability to mine and interpret data.
- Strong organizational skills with the ability to learn quickly and multi-task across multiple projects concurrently in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Experience interacting with customers and asking effective, forward thinking questions
- Knowledgeable in key metric identification for driving and maintaining healthy business performance.
- Must have excellent computer skills and be highly proficient in the use of Ms Word, Ms Excel, PowerPoint, which will be necessary in the creation of visually and verbally engaging reports and presentations.
- Flexible and solution-oriented, comfortable dealing with ambiguity
- Excellent relationship building skills; able to build and maintain strong, positive working relationships across multiple business functions and region
Responsibilities
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 Mastercards 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 Mastercards guidelines.
