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Senior Customer Technical Services Analyst



IT, Customer Service
Makati, Metro Manila, Philippines
Posted on Friday, May 24, 2024

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

Senior Customer Technical Services Analyst

Individual Contributor role

Job Overview:
Provide operational and technical support to issuers, acquirers, merchants, and processors analyzing a wide variety of acceptance issues, determine needed actions, and follow through to resolution. Interact with regional Merchant Quality Acceptance staff to determine solutions.

Major Accountabilities:
•Serve as focal point for MasterCard acceptance issues
•Track reported issues to full closure. Capture detailed information and steps taken throughout investigation and resolution of the issue.
•Collaborate with MasterCard second level teams and internal partners, as well as the regional Merchant Quality Acceptance team on analysis, issue resolution, reporting & communication
•Escalate unresolved issues to management and regional Customer Quality Acceptance teams
•Partner with Regional Customer Quality Acceptance contacts in scope of broader acceptance issues to assure all parties in the value chain are adhering to processing specifications and payment product rules.
•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.

What we expect:
• Continuously search for new and cutting-edge data driven solutions, tools, and offerings; development and implement them to deliver in depth analysis
• Strong detail orientation to ensure accuracy and you develop and implement enhanced controls including data validation procedures
• Strong communication skills to interact between cross functional work teams .
• Customer focus which leads you to develop and maintain a deep knowledge of content and structure of data sources
• Hands on work does not scare you.

•Bachelors Degree preferred or equivalent work experience.
Knowledge / Experience:
• Advanced payment transaction processing business principles knowledge
• 3 to 5 years of technical/operations experience within financial/payments industry
• Strong customer service experience required
• Excellent analytical skills
•Solutions oriented

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:
• Work hours are between 8 pm and 8 am Central Standard Time.
•Travel may be required.
•Business dress code may be required at times.

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.