Consultant, Customer Operations Specialist
Who is Mastercard?
We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Consultant, Customer Operations Specialist
Provide operational and technical support for customers by analyzing proactively 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 or coordinate the resolution of customer issues. Demonstrate leadership qualities on a regular basis, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation, and self-management. Major Accountabilities: •Manage relationships with the customers' operations and decision-making contacts and serve as focal point for issues relative to core application, products and operations. •Collaborate with internal business partners to manage and/or facilitate the internal development and support of any new product and/or technology enhancement, ensuring the customer 'voice' is taken into account. •Demonstrate the ability to negotiate, resolve and present to internal/external customers •Simulate or recreate user issues to resolve operating difficulties. •Identify opportunities to grow MasterCard revenue by cross-selling MasterCard tools, services and education. Recommend and implement business or process improvements, while recognizing global perspectives. •Identify and deliver against business, corporate and division objectives, opportunities, and commitments. •Demonstrate a high-level understanding of all MasterCard products/services and how they interact. •Proactive involvement in business planning with customers and internal partners to manage expectations in support of achieving strategic, mutually shared objectives. •Demonstrate leadership qualities, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation and self-management. Support Account Teams with operational/business needs. •Strive to ensure a customer's overall operations satisfaction with MasterCard Worldwide. Education: •Bachelors Degree in related field. •Commensurate work experience may be considered in lieu of university degree Knowledge / Experience: •5 to 8 years of technical/operations experience within financial/payments industry •Advanced credit and/or debit card knowledge •5+ years of account management experience preferred Skills/ Abilities: •Excellent interpersonal, negotiation, and conflict resolution skills with strong written and verbal communication skills •Advanced analytical, problem resolution and project management skills required •Capability to train and develop junior staff •Ability to adapt personal work style to accommodate an ever changing, diverse and global environment. Ability to organize and prioritize tasks based on current business needs Work Conditions: •Travel may be required"
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.
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