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.
Job Title Senior Specialist Implementation Overview: Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution. Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications (e-mail/chat/SMS). Role: •Serve as focal point for customer issues, concerns and requests for enhancements. •Capture detailed and accurate information about issues, concerns and enhancements. •Work with global customers to complete service inquiries about MasterCard core applications and products. •Collaborate with others in support of products, processes and problem resolution. •Demonstrate the ability to negotiate, resolve and present to internal/external customers. •Simulate or recreate user issues to resolve operating difficulties. •Requires general supervision; decisions and actions are based on established procedures and assigned tasks. All About You: Education: •Basic college education or equivalent work experience with emphasis in business, finance or information technology. Knowledge / Experience: •Thorough knowledge in the field. Skills/ Abilities: •Above average interpersonal skills. •Effective written and verbal communication skills. •Intermediate computer skills (Mainframe, Microsoft Office, Lotus Notes). •Analytical/problem solving and planning skills and the ability to organize, multi-task and prioritize work based on current business needs. •Fluent (100%) in Spanish, verbal and written Work Conditions: •Business dress code will be required Due to COVID-19, most of our employees are working from home. We’ve 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 we’re 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 [email protected] 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. Corporate Security Responsibility Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.
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