Our PurposeWe 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 aculture of inclusionfor 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.Job TitleRepresentative, Contact CenterAssociate - Customer Service RepresentativeOverviewBilingual: English - Spanish- Provides service support for the Mastercard Cross-Border Services customers- Acts as the voice of the customer by sharing reoccurring issues and opportunities for service improvement with management teamRole- Under general supervision, supports investigation and resolution of customer product/service issues, concerns and requests across multiple programs- Follows established policies and procedures to review customer issue logs and identify trends of network or product portfolio 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- May provide guidance to less experienced team membersAll About You- Experience contributing to the delivery of accurate and timely resolutions to consumer product/service inquiries under direct guidance- Demonstrated knowledge of customer service standards, processes and tools- Demonstrated ability to contribute to consumer support projects/initiatives- Demonstrated ability to use Microsoft office in an intermediate to advance levelRequirement - (Must)- Bilingual in English and SpanishCOVID-19 ConsiderationsCorporate Security ResponsibilityAll 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.