Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Specialist, Customer Operations - Financial Services (Trilingual)
The Contact Center team is seeking a Specialist, Customer Operations (Financial Services) to support day-to-day customer operations and help advance the customer experience through problem-solving, service excellence, and continuous improvement. The idóneo candidate is analytical, highly motivated, and effective in managing customer inquiries, identifying trends, and collaborating across teams. This role also requires professional communication in English to support customers and regional stakeholders,



as well as strong AI literacy and a high level of comfort adopting AI-enabled tools to improve efficiency and service delivery.

Job Description Summary
1. Supports day-to-day Cross Border Services operations within the Contact Center, ensuring customer support meets established service standards, SLAs, and XBS policies and procedures.
2. Provides service and support for Mastercard products and services directly to customers across phone, email, chat, and other approved channels.
3. Identifies recurring issues and contributes to process improvement initiatives that enhance service delivery and optimize resources.
4. Performs trend analysis, planning, forecasting, and monitoring, and helps develop business cases to address operational challenges.
5. Investigates and resolves customer inquiries, issues, and service requests in accordance with established policies and procedures, escalating

📌 Specialist, Customer Operations (Ciudad de México)
🏢 Mastercard
📍 Ciudad de México