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
Manager Customer Performance
An outstanding experience at the point of interaction
Advance ecosystem health and profitability by engaging Customers to optimize performance and to enhance the strength of our brand, acceptance network, and data

The Franchise Customer Performance and Fraud Team’s main role
• Ensure that its member institutions are optimized in their processes, procedures, and tools to help them manage and reduce fraud on their portfolio and optimize their chargeback process.
• Monitor Customers to identify standards violations and performance issues




• Engage Customers to determine the source of performance gaps and to recommend solutions including Mastercard products and services, and/or Franchise Solutions

Responsibilities :
Key Performance Metrics
• Optimize Approval Rate
• Optimize Authentication
• Reduce Fraud
• Reduce Chargebacks
• Reduce Non-Performance Findings

Customer Engagement & Performance
• Franchise Performance Programs
• Product and Service Referrals
• Franchise Services
o Education, Training, data and metrics, sharing best practices, recommended improvements
o Optimizing chargeback processing
o Statistics, case studies, regulatory trends/updates

Experiences
• Experience reviewing customer compliance and fraud programs or policies and making adjustment recommendations
• Help improve performance of a customer compliance and fraud program and controls by identifying opportunities though analysis of data or metrics
• Dem

📌 Manager Customer Performance (Santiago)
🏢 Mastercard
📍 Santiago