- 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 team-oriented, detail-oriented, and able to support credible investigations in a fast-paced environment?

- 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

- 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

- Excellent technical skills including Microsoft Office;

experience with case management, reporting, analytics, monitoring, or investigation tools preferred

- Strong analytical, investigative, and problem-solving skills

- 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

📌 Senior Analyst (Customer Performance, Brand-1) (Toronto)
🏢 Mastercard
📍 Toronto