Associate Specialist Transacation Services-1
- Mastercard
- Not Specified
- Pune
- 5 years ago
- Email to a friend
- Report this job
Job 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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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.
Job Title
Associate Specialist Transacation Services-1
Overview
The Global Business Services Center (GBSC) is Mastercards shared services organization supporting the business in all countries and business units. This position is responsible for ensuring support in resolving inquiries across a breadth of functional areas and supporting programs and processes on a global basis.
The organization has team members in several locations throughout the world to provide superior customer service to our employees and align with time zones and language differences
The position for, Associate Specialist will provide support to all employees across a breadth of functional areas, with a high degree of customer satisfaction, expertise, and timeliness. Support includes first contact case resolution utilizing the Knowledgebase and general understanding of Mastercards policies/programs
Providing support for all inbound inquiries, issues and requests from internal and external customers through several communication channels (email, phone, chat)
Ensuring team targets and KPIs are met and/or exceeded
Supports operational excellence and continuous improvement initiatives
Role
Issue Resolution & Case Management
Provides resolution for Mastercard employee related inquiries, external customers and suppliers
Responds to customer emails, chats and phone calls in a timely manner with a goal to resolve within first contact
Uses case management system to document, track and log inquiry resolutions.
Escalates in-scope, complex cases to Subject Matter Expert or Tier 2 when appropriate, with complete documentation on work performed to date, following through on issue until adequately resolved
Manages confidential data in a professional manner and according to HIPAA rules and MasterCard confidentiality requirements
Ensures audit compliance through transaction processing and approval flows
Responds to systems issues and applies judgement when to escalate issues up to senior colleagues and conducts ad hoc research as needed to support team
Assists with the identification of process improvements and, with guidance, participates in the implementation of improvements
Promotes employee self-service to reduce call volume in the future
Performs ongoing documentation and procedures maintenance as required
Complete simple to moderately complex special projects, as needed
Resolve simple to moderately complex issues regarding inquiries, and where possible, assist with finding solutions
Contributes ideas and actions towards the continuous improvement of Helpdesk related processes
Assists with training of new hires and changing programs and business processes
Demonstrates comprehensive knowledge of the Knowledge Base tool, relevant data tools and operations processes
Conducts stress tests for 'the Knowledge Base' tool and provides feedback for system improvements
Customer Service
Provides superior customer service according to the GBSC standards
Operates in a professional manner that is responsive and flexible to cultural differences
Performs at level that assists in attaining overall and team-level performance measure and goals
Plans and organizes work so the Service Level Agreement objectives are realized
Relationship Management
Maintains positive work relationships with members of other teams in the GBSC to communicate effectively and to ensure compliance with cross-team responsibilities
Assists in establishing and maintaining strong, collaborative relationships with internal and external customers to identify additional ways to be of service and ensure customer satisfaction
All About You
Education & Experience:
Experience performing daily transactions; exposure to analyzing work for quality, productivity and timeliness
Experience suggesting process improvement activities
Experience in shared services or internal service delivery role preferred
Skills:
A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as needed
Ability to manage multiple tasks simultaneously acquired through previous experience in related field
Strong emphasis on customer service with strong problem solving and troubleshooting skills
Demonstrates a high degree of comfort navigating multi-channel communication platforms and sites
High level of accuracy and attention to detail
Work effectively in dynamic, time-sensitive, high volume environment
Ability to work with minimal supervision and is collaborative/team-oriented
Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred
Excellent MS Office Suite Skills: Excel, Word, and Outlook
Workday/Oracle/Service Cloud experience a plus
Due to COVID-19, most of our employees are working from home. Weve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know were all in this together.
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
If you require accommodations or assistance to complete the online application process, please contact [Confidential Information] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Employement Category:
Employement Type: Full timeIndustry: Full timeFunctional Area: ITRole Category: ITRole/Responsibilies: Associate Specialist Transacation Services-1Contact Details:
Company: MastercardLocation(s): Pune+ View Contact
Fraud Alert to job seekers!
₹ Not Specified
Mastercard
As a technology company in the global payments business, we operate the world’s fastest payments processing network, connecting consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. Mastercard’s products and solutions ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in