Job Description
Roles & Responsibilities
Title and Summary
Senior Analyst Dispute Resolution Management (EEMEA)
Who is Mastercard
Mastercard is a global technology company in the payments industry. Our mission is 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 innovation, we enable individuals, financial institutions, governments, and businesses to realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
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Overview
The Franchise model is the cornerstone of our success, fostering trust and confidence in our brand for nearly 60 years. It's the driving force behind our competitive edge, enabling global operations at scale and driving innovation in traditional as well as new payment flows. Through this powerful business model, we ensure that everyday hundreds of millions of consumers and merchants make payments and accept payments with complete peace of mind. The Franchise team shapes the payments ecosystem by setting standards, onboarding new participants, resolving disputes, and ensuring the safety and integrity of our network. We are committed to ensuring we have a long-term, healthy, and sustainable ecosystem that supports the continued growth of Mastercard. Be part of a team that is not just leading but redefining the world of payments.
The Dispute Resolution Management (DRM) team is responsible for ensuring integrity across the payment ecosystem by managing chargebacks, arbitration, and compliance processes. The team arbitrates disputes, supports customers, and evolves Mastercard standards through data-driven insights and expertise.
Within the Franchise organization, DRM plays a critical role in:
Managing chargeback and arbitration processes
Supporting customers on dispute-related matters
Providing training and advisory services
Driving adoption of Mastercard Rules and standards
This role will directly support the 81 markets of the EEMEA (Eastern Europe, Middle East & Africa) region, strengthening in-market expertise and customer engagement.
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Role
This position is responsible for supporting dispute resolution activities across EEMEA, with a focus on arbitration rulings, customer engagement, and regional support.
Key responsibilities include:
Review, analyze, and rule on arbitration and compliance cases across dispute scenarios (fraud, authorization, processing errors, and merchant disputes)
Support EEMEA customers by responding to inquiries and providing guidance on chargeback rules and best practices
Deliver training sessions and workshops (virtual and in-person) to issuers, acquirers, and stakeholders across the region
Partner with regional Franchise, Legal, and Product teams to support customer engagements and broader initiatives
Apply Mastercard Rules, Standards, and operational procedures to ensure consistent, high-quality decisioning
Contribute to process improvements, documentation, and regional insights to enhance dispute resolution outcomes
Support regional DRM strategy by strengthening local market engagement and operational capacity
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All About You
Fluency in English required; Arabic strongly preferred
Strong knowledge of chargebacks, dispute resolution, fraud, and transaction processing
Understanding of Mastercard Rules and payment network operations preferred
Ability to work independently while contributing to a regional team environment guided by the Mastercard Way values
Strong analytical and decision-making capability with attention to detail
Effective communicator with the ability to engage internal stakeholders and external customers
Experience delivering training or customer-facing workshops is a plus
Comfortable operating in a fast-paced, cross-regional environment
Proficiency in Microsoft Office tools (Excel, PowerPoint, etc.)
Bachelor s degree or equivalent experience in business, finance, or related field
Willingness to travel within the EEMEA Region as needed
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Corporate Security Responsibility
All Mastercard employees are responsible for protecting the security and integrity of Mastercard assets, information, and networks. This includes:
Adhering to Mastercard security policies and standards
Safeguarding confidential information
Reporting any potential security risks or incidents
Completing required security training
Corporate Security Responsibility
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:
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Abide by Mastercard s security policies and practices;
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Ensure the confidentiality and integrity of the information being accessed;
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Report any suspected information security violation or breach, and
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Complete all periodic mandatory security trainings in accordance with Mastercard s guidelines.