Senior Customer Technical Services Analyst

2 weeks ago


Makati City, National Capital Region, Philippines MasterCard Full time

Job Title:

Senior Customer Technical Services Analyst

Overview:

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.

Education:

  • 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.
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