Description
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Specialist, Product Operations OverviewThe 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.
• You will 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.
• Drive customer engagement and usage across select Information Services products.
• Engage with external customers to help them better understand select products and consult on how best to drive and derive insights and actionability.
Role
• Ensure that problems 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.
• Conduct training sessions and record webinars to drive engagement and usage in the region.
• Find creative solutions to problems and work with others to prioritize and implement them according to MasterCard and customer business needs
• 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.
• 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
• Strong problem solving skills with the 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.
• Some product and/or account management experience (Financial Institutions a plus)
• Ability to develop and conduct 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
• Multi- lingual (English, Spanish and Portuguese) a plus
• Bachelor's degree or equivalent combination of education and experience.
• Strong knowledge of payments/card industry preferred.
• Possess excellent interpersonal skills and written and verbal communication skills along with superior customer service skills.
• Strong PC skills that include Word, PowerPoint, Excel, and Access.
• 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.
• Simulate or recreate user issues to resolve operating difficulties.
• Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans.
• Good relationship management skills with regards to internal and external stakeholders and team members.
• Have some experience working in organizations with multiple levels, functions and regions.
• Able to communicate complex technical and business information in a clear and easy to understand manner both verbally and in writing.
• Experienced in a customer service role or Technical Service Desk
• Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
• Proven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem solving skills
• Ability to work in a complex and changing environment that requires both flexibility and creativity to succeed.
• Must demonstrate effective leadership, negotiation and problem resolution skills.
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.
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