Specialist, Product Operations Client and ProductSupport

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,

Product Operations Client and Product

Support

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The Specialist, Product

Operations Client and Product Support, will be responsible for

ensuring that all customer inquiries the Advisors Client and

Product Support / CAPS Team receives are answered fully in a

professional, timely manner that helps drive satisfaction and

loyalty with MasterCard, Advisors and the products we support.

These products include a wide range of Information Services

products and services like PortfolioAnalytics, Location Services,

Merchant Identifier, Local Market Intelligence and the Global

Collections Only program and the product suite is ever expanding.

We support over 10,000 internal and external users of these tools

from all regions and have aggressive Service Level Agreement / SLA

targets to meet or exceed. We have strong relationships with other

customer service organizations throughout MasterCard and greatly

value teamwork and collaboration. If you’re interested in driving

engagement, satisfaction and loyalty in a fast-paced and ever

changing environment then we’d love to have you as part of the CAPS

Team.

• Technical and general support is

provided to customers following phone or email requests from both

internal and external customers.

need to bring with you to this role your drive to learn and develop

as well as demonstrate effective communication skills in both

written and verbal forms.

engagement and usage across select Information Services products.

better understand select products and consult on how best to drive

and derive insights and actionability.

Role

of varying complexity are resolved to the customer’s satisfaction

which may include interfacing with appropriate support / development

personnel to achieve problem resolution.

Develop framework and tactics to increase usage among active users

and drive usage reactivation efforts.

training sessions and record webinars to drive engagement and usage

in the region.

problems and work with others to prioritize and implement them

according to MasterCard and customer business

needs

support for customers analyzing a wide variety of issues, determine

needed actions, and follow through to resolution. Interact with

customers to provide information in response to inquiries about

products or services and handle and resolve customer issues via

telephone and electronic communications.

Provide product support, to become a subject matter expert in a

range of MasterCard products and solutions, and work with customers

to resolve any issues tied to supported

products.

All About

You

ability to analyze a situation by breaking down into its components

and applying a detailed approach with different levels of solutions

based on the situation.

account management experience (Financial Institutions a

plus)

engagement and training sessions across multiple products, clients

and geographies with a consultative flair

Previous experience in working in a cross functional environment

where influence management is required

lingual (English, Spanish and Portuguese) a

plus

combination of education and experience.

Strong knowledge of payments / card industry

preferred.

skills and written and verbal communication skills along with

superior customer service skills.

skills that include Word, PowerPoint, Excel, and

Access.

issues, concerns and requests for

enhancements.

information about issues, concerns and

enhancements.

complete service inquiries about MasterCard core applications and

products.

of products, processes and problem resolution.

Demonstrate the ability to negotiate, resolve and present to

internal / external customers.

recreate user issues to resolve operating

difficulties.

customers as well as MasterCard management to articulate key

performance indicators and action plans.

relationship management skills with regards to internal and

external stakeholders and team members.

some experience working in organizations with multiple levels,

functions and regions.

complex technical and business information in a clear and easy to

understand manner both verbally and in

writing.

role or Technical Service Desk

to communicate effectively and work collaboratively with a diverse

audience and adjust language style to meet needs of the audience as

required

record in meeting and exceeding customer specific SLA's coupled

with solid problem solving skills

work in a complex and changing environment that requires both

flexibility and creativity to succeed.

demonstrate effective leadership, negotiation and problem

resolution skills.

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Corporate Security

Responsibility

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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 :

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Abide by Mastercard’s security policies

and practices;

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Ensure the confidentiality and integrity

of the information being

accessed;

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Report any suspected information

security violation or breach,

and

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Complete all periodic mandatory security

trainings in accordance with Mastercard’s

guidelines.

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