Specialist, Customer Operations

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, Customer Operations

Specialist, Customer Operations, Level 8
Who is Mastercard?
Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities.
As a company, we know that our success is driven by the skills, experience, integrity and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be a part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless.
Overview:
The Mastercard Cross-Border Services Global Customer Operations team is looking for a Specialist to drive our customer experience strategy forward, by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and professional with excellent communication skills
Role:
• The overall goal is to ensure a good customer experience for external customers and internal stakeholders.
• Handles common customer escalations and engages senior team members as needed for more complex issues.
• Helps to define, document, and enhance processes and procedures.
• Performs proactive monitoring for suspicious exception trends, work with or escalate to senior team members.
• Ability to analyze data, interpret Payment’s information, and generate visual representations of the information.
• Interacts directly with internal and external customers as needed.
• Monitors and manages the ticketing queue for the team.
All About You:
• Ability to understand Cross-Border Services business with a solid understanding of the transactional processing flow and information.
• Skilled at using multiple tools to assist with data analysis including Splunk, Excel, API Payload dumps, and others.
• Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
• Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
• Ability to professionally communicate both written and verbal with different functional areas and external customers.
• Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere

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.