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

　　Representative, Contact Center

　　All About You

　　The ideal candidate for this position should have:

　　• Strong interpersonal, written, and verbal communication skills in English

　　and Spanish

　　• Strong organizational, planning and follow-up skills

　　• Strong analytical skills

　　• Detail oriented

　　• Customer service oriented

　　• Self-motivated

　　*Must be Bilingual

　　Overview:

　　Provides service and support for Mastercard products and services directly to customers and ensures service standards and SLAs are met.

　　Handles client's inquiries or request based on investigation performed in the different platforms used. (Amend, cancel, proof of payment, recalls, etc)

　　Quicky escalates complex inquiries/issues to more senior team members or other departments as instructed in training sessions.

　　Reviews and analyzes open customer cases making sure that actions are taken that leads to resolution.

　　Engages via telephone, email, or other developing channels like chat or through other social media platforms.

　　Acts as the voice of the customer by sharing reoccurring issues and opportunities for service improvement with management team.

　　Responsibilities:

　　Under general supervision, supports investigation and resolution of customer product/service inquiries, issues, concerns and requests.

　　Follows established policies and procedures to review customer issues and inquiries and identify trends of product/service issues. Escalates issues and assists in the development of a resolution.

　　Collaborates with other team members to support projects/initiatives related to customer support delivery.

　　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, andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.