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

Senior Specialist, Customer Operations

Overview:

The Mastercard Cross-Border Services Global Product Operations team is looking for a Senior 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:

•\tOverall goal is to ensure a good customer experience for both external customers and internal stakeholders.
•\tPartner with external customers and internal stakeholders to analyze and resolve customer issues.
•\tServe as point of escalation from L1 and other internal teams for issues and inquiries.
•\tHandles common customer escalations and engages senior team members as needed for more complex issues
•\tWork with regional product teams and directly with customers concerning network changes, issues, and concerns.
•\tProactively monitor and analyze transaction data to identify potential issues or improvements and work towards resolution.
•\tContribute to the operating procedures for product operations and customer support.
•\tOversee the resolution of day-to-day business issues and customer escalations.
•\tAbility to analyze data, interpret API payload information, and generate visual representations of the information


All About You:

•\tAbility to understand Cross-Border Services business with a solid understanding of the transaction processing flow and API payload information.
•\tSkilled at using multiple tools to assist with data analysis including Splunk, Excel, API Payload dumps, and others.
•\tAbility to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
•\tAbility to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
•\tAbility to professionally communicate both written and verbal with different functional areas and external customers
•\tSelf-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.