Specialist, Dispute Resolution (Chargeback)

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

Specialist, Dispute Resolution (Chargeback)

Analyst/Specialist, Dispute Resolution Management – Manila, Philippines

Overview
The Mastercard Franchise Resolutions team promotes balance, consistency, and integrity across the payments ecosystem by helping customers resolve disputes and compromise events across current, new, and evolving platforms. Through rule interpretation, arbitration and compliance adjudication, customer education, data-driven insights, and continuous process improvement, the Dispute Resolution Management team plays a critical role in supporting fair outcomes and a seamless payment experience for Mastercard customers and cardholders. This role offers exposure to complex dispute matters, regional payment trends, Mastercard Standards, and cross-functional collaboration across the Asia Pacific region.

Role
• Review and adjudicate chargeback arbitration and compliance cases involving cardholder disputes, fraud, point-of-interaction errors, authorization issues, and questionable merchant activity.
• Apply Mastercard Rules, Standards, and dispute management procedures to case facts and supporting documentation to reach fair, consistent, and well-reasoned outcomes.
• Support customer inquiries and provide clear guidance on chargeback, arbitration, compliance, and dispute resolution processes.
• Conduct research across rules, transaction data, documentation, and internal resources to support accurate case assessment and decision-making.
• Collaborate with internal stakeholders, including customer-facing teams, Legal, Franchise, Compliance, Product, and regional business partners, to support dispute-related initiatives and customer needs.
• Identify dispute trends, customer pain points, and opportunities to improve processes, documentation, training, and overall service quality.
• Ensure work aligns with business objectives, service expectations, quality standards, and Mastercard’s commitment to integrity and customer excellence.

All About You

• Customer-focused mindset, with a strong commitment to delivering fair, balanced, and timely outcomes.
• Experience or knowledge in chargebacks, dispute management, fraud, transaction processing, arbitration, compliance investigations, or banking operations is preferred.
• Understanding of Southeast Asia and Philippines payment, banking, or regulatory environments is preferred.
• Ability to interpret rules, assess evidence, apply sound judgment, and explain complex dispute topics clearly.
• Strong analytical, research, and problem-solving skills, with excellent attention to detail.
• Ability to work independently, manage priorities, and deliver high-quality work in a fast-paced environment.
• Collaborative working style, with the ability to build effective relationships across teams, functions, and geographies.
• Strong written and verbal communication skills, including the ability to present findings and recommendations in a clear, professional, and concise manner.
• Proficiency with Microsoft Office tools, including Excel and PowerPoint, and ability to create accurate, timely deliverables.
• Bachelor’s degree in Business, Finance, Information Technology, or equivalent work experience is preferred.
Corporate Security Responsibility
• Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks involve an inherent level of risk to the organization.

The successful candidate for this position is therefore expected to:

• Abide by Mastercard’s security policies and practices;
• Protect the confidentiality, integrity, and availability of information accessed in the course of their work;
• Report any suspected information security violation or breach; and
• Complete all periodic mandatory security trainings in accordance with Mastercard guidelines.

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.