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 – 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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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:

• 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.