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Mastercard

Senior Analyst, Customer Performance, Brand-1

Toronto, ON, Canada

Job type: Full-time
Posting language: English
Posted: Sep 25, 2026

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Original job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. 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.

Title and Summary

Senior Analyst, Customer Performance, Brand-1Overview
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.

• Do you have experience conducting investigations, reviewing evidence, and documenting case outcomes?
• Do you have knowledge of merchant onboarding, monitoring, customer response review, and potential Mastercard Standards violations?
• Are you a high performer with strong analytical, documentation, and project management skills?
• Are you collaborative, detail-oriented, and able to support credible investigations in a fast-paced environment?

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.

Role
• 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
• 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 preferredMastercard 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.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Pay Ranges

Toronto, Canada: $83,000 - $132,000 CAD

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More about this job

Responsibilities

The Senior Analyst will conduct investigative case work under the Business Risk Assessment and Mitigation (BRAM) program to preserve the integrity of the Mastercard brand. Responsibilities include reviewing referrals, gathering evidence, documenting findings, and collaborating with internal and external stakeholders to resolve standards violations.

Requirements

Candidates must have 3-5 years of experience in investigative, compliance, risk, or audit roles with strong analytical and documentation skills. Proficiency in merchant monitoring practices and the ability to manage complex case facts with high attention to detail are required.

Skills

Investigative research
Compliance
Risk assessment
Audit
Merchant monitoring
Brand protection
Data analysis
Project management
Documentation
Critical thinking
Communication
Microsoft Office
Case management
Reporting
Stakeholder engagement

Visa sponsorship

Not detected in the job text

Keywords

BRAM
Mastercard Standards
Merchant onboarding
Risk mitigation
Brand integrity
Compliance
Audit
Investigation
Data integrity
Reporting
Stakeholder management
Case management
Analytical skills
Documentation
Project management
Microsoft Office
Payment processing
Ecosystem health
Regulatory compliance
Risk assessment

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