Senior Customer Technical Services Analyst
2 weeks ago
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.
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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