MasterCard Senior Specialist, Global Customer Service in O'Fallon, Missouri

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Senior Specialist, Global Customer Service

Provide operational and technical 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 (e-mail/chat/SMS).

Major Accountabilities:

Serve as focal point for customer issues, concerns and requests for enhancements.

Capture detailed and accurate information about issues, concerns and enhancements.

Work with global customers to complete service inquiries about MasterCard core applications and products.

Collaborate with others in support of products, processes and problem resolution.

Demonstrate the ability to negotiate, resolve and present to internal/external customers.

Lead and/or participate in customer visits for training, education and operational support.

Potential customer visits for training, education and operational support.

Simulate or recreate user issues to resolve operating difficulties.

Recommend and implement business or process improvements, while recognizing global perspectives.

Demonstrate leadership qualities, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation and self-management.

Education:

Bachelors Degree preferred or equivalent work experience.

Knowledge / Experience:

Advanced knowledge of and experience supporting Mastercard B2B operations (Authorization, Clearing, Billing, Mastercard Connect applications such as Mastercom, SAFE, MATCH, SMTM) preferred

Intermediate technical/operations experience within financial/payments industry within financial/payments industry

Previous customer service experience required.

Broad knowledge in the field

Skills/ Abilities:

Excellent interpersonal skills and written and verbal communication skills.

Intermediate to advanced computer skills (Mainframe, Microsoft Office, Lotus Notes).

Advanced analytical, problem resolution and project management skills, including negotiation and conflict resolution.

Ability to adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.

Work Conditions:

Travel may be required.

Business dress code may be required at times.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.€‹

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Requisition ID: R-76013