Description
We are seeking a Senior Investigator to join our Franchise Brand Performance Team, which advances ecosystem health and profitability by engaging our customers to optimize performance and enhance the strength of our brand, acceptance network, and data.
As a Senior Investigator, you will 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.
Responsibilities:
- 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
Requirements:
- 3-5 years' experience conducting investigative, compliance, risk, audit, merchant monitoring, or brand protection work
- 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 preferred