Andrew Reid
Senior Analyst, Customer Performance Chief Administration Office (Cao) @Mastercard
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WORK HISTORY
Senior Analyst, Customer Performance Chief Administration Office (Cao) @Mastercard
Toronto, ON, CA
I operate as a Senior Investigator focusing on global rules and investigations within Mastercard’s Franchise Brand Performance Team. I manage end-to-end investigations as part of the Global Rules Investigation Program (GRIP) to safeguard the security, integrity, and brand reputation of the global payments ecosystem.Key responsibilities include:• Investigating incoming complaints and conducting proactive reviews on Mastercard Rule violations, including fraud scam complaints, payment facilitator violations, AML regulatory non-compliance, sanctions violations, cryptocurrency misuse, and other transaction monitoring issues• Opening and independently managing compliance cases to identify and resolve customer noncompliance and performance issues with issuers, acquirers, and merchants• Reviewing complaints, drafting noncompliance investigation letters, communicating case status updates, and collaborating with stakeholders to develop efficient, practical resolutions while thinking “outside the box”• Analyzing trends and performance data to validate issues, confirm corrective actions, and deliver strategic business insights that balance robust compliance with operational and customer performance needs• Providing training and support to issuing and acquiring customers to increase awareness of Mastercard Rules and Standards, correct deficiencies, and strengthen overall ecosystem health• Developing and implementing new processes to enhance program initiatives in a fast-paced, dynamic environmentThis dual focus combines rigorous investigative expertise with data-driven performance analysis to protect the Mastercard payments ecosystem while supporting sustainable growth and optimization.
EDUCATION
NPower
Digital Customer Service Management
Seneca College of Applied Arts and Technology
Information Technology
SKILLS
ABOUT ANDREW REID
I operate as a Senior Investigator in Mastercard’s Franchise Brand Performance Team while serving as Senior Analyst, Customer Performance. In this dual capacity, I manage end-to-end investigations through the Global Rules Investigation Program (GRIP) to protect the security, integrity, and brand reputation of the global payments ecosystem.My work spans investigating complaints and conducting proactive reviews on Mastercard Rule violations, including fraud scam complaints, payment facilitator violations, AML regulatory non-compliance, sanctions violations, cryptocurrency misuse, and transaction monitoring issues. I independently open and manage compliance cases, draft noncompliance investigation letters, analyze trends, confirm corrective actions, and collaborate with issuers, acquirers, and merchants to deliver practical, “outside the box” resolutions.At the same time, I leverage data-driven insights from these investigations to optimize customer performance, balance robust compliance with operational needs, and support sustainable growth in a fast-paced fintech environment. Whether providing training and support to issuing and acquiring customers or developing new processes to strengthen program initiatives, I focus on safeguarding the ecosystem while driving measurable improvements in performance and risk mitigation.With strong investigative acumen, critical thinking, and a passion for the intersection of compliance and customer optimization, I thrive on turning complex challenges into strategic opportunities in the payments industry.
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