Mastercard Looking for Fraud Prevention & Rules Senior Analyst-2 at Pune Full Time

Our Purpose

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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

Fraud Prevention & Rules Senior Analyst-2

The role will require the holder to drive and embed a multi-skilled approach to our Global Fraud Management Team and in doing so create an environment that ensures consistency and promotes confidence in the decisions the team makes.

The role involves working closely with the businesses outsourced operations to ensure that service levels are adhered to, coaching opportunities are identified & addressed, and building a strong working relationship between the external stakeholders.

The role also calls for emerging patterns & trends to be quickly determined to enable timely corrective measures to be introduced that will ultimately contribute towards a reduction in prevailing fraud performance of the wider business operation. The role holder will be responsible for maintaining, developing & enhancing cross-function departmental databases & spreadsheets to consolidate reporting of daily/weekly & monthly activities.

To assist available resource within the outsourced back-office Fraud Screening & Dispute Review Team to ensure rapid response and robust resolution of valid cardholder dispute claims to maximise recoveries.

Working as part of the wider team, involvement in specific oversight activities is a regular part of the requirement and will involve written and verbal communication with our outsourced partner, acquirers, and business stakeholders to ensure our processes are adhered to and minimise risk to the business. The role holder will be responsible for maintaining, developing & enhancing cross-function departmental workloads, reports and managing internal and external queries. Attention to detail and a quick to action attitude is key to success in an ever-changing fraud operation, multi-tasking/skilled and a “can do” attitude.

Key Responsibilities:

• Assist with the co-ordination of the workflow to ensure maximum recovery and minimum losses for the business avoiding a build-up/backlog of work from amassing to the detriment of customer satisfaction.

• Aid the outsourced partner team with ensuring that response times to fraud dispute cases are actioned in a timely manner and are monitored/achieved/reported on a daily, weekly and monthly basis.

• Promote a challenge mentality for dispute cases where negligence is evident or intimated in accordance with T&C’s.

• Production of contractually obligated dispute MI for Senior Management review.

• On-going review of processes, fostering a joined-up approach across functions to enhance operational efficiency.

• Provide departmental support for business projects.

• Take ownership of issues and develop / propose innovative solutions to problems.

• Coach and develop the outsourced partner staff so agreed competency levels are attained.

• Create an environment in which high morale is maintained.

• Engender continuous improvement.

Key skills & experience

• Proven experience of handling Disputes cases &/or background in investigations to establish the facts.

• Good understanding of transaction monitoring, fraud rules & reporting, plus risk mitigation techniques.

• Strong analytical and problem solving skills.

• Tenacious desire to provide good customer service, responding to enquiries, researching & resolving complaints.

• Able to achieve and maintain high levels of personal performance within/across a team.

• Significant experience working with IPS &FIS platforms

• Collaborative approach to delivering results with excellent interpersonal skills.

• Proficient in providing coaching across different skill sets/functions

• Effective planning, organisational and analytical skills.

• Be flexible and positive about changes in priority, using abilities to identify and escalate issues when needed.

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:

• 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.