The Mastercard Cross-Border Services Global Customer Operations team is looking for a 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:
• The overall goal is to ensure a good customer experience for external customers and internal stakeholders.
• Handles common customer escalations and engages senior team members as needed for more complex issues.
• Helps to define, document, and enhance processes and procedures.
• Performs proactive monitoring for suspicious exception trends, work with or escalate to senior team members.
• Ability to analyze data, interpret Payment’s information, and generate visual representations of the information.
• Interacts directly with internal and external customers as needed.
• Monitors and manages the ticketing queue for the team.

All About You:
• Ability to understand Cross-Border Services business with a solid understanding of the transactional processing flow and information.
• Skilled at using multiple tools to assist with data analysis including Splunk, Excel, API Payload dumps, and others.
• Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
• Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
• Ability to professionally communicate both written and verbal with different functional areas and external customers.
• Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere