Mastercard Jobs

Job Information

MasterCard Senior Consumer Support Analyst in Mexico City, Mexico

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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 Consumer Support Analyst

Trainer Job Summary

We are looking for an organized and experienced trainer to join our organization. The trainer will be responsible for evaluating our needs and current practices and creating and delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. The trainer will also be responsible for researching and selecting the best platform to deliver and utilize training materials.

Trainer Duties and Responsibilities

Develop a schedule to assess training needs

Conduct employee surveys and interviews

Consult with other trainers, managers, and leadership

Track and compile collected data

Conceptualize training materials based on data and research

Communicate training needs and online resources

Create training strategies, initiatives, and materials

Contact and utilize outside vendors and resources for instructional technology

Test and review created materials

Maintain a database of all training materials

Instruct employee training and onboarding

Conduct training through new materials

Review employee performance and learning

Coordinate and monitor enrollment, schedules, costs, and equipment

Trainer Requirements and Qualifications

Bachelor's degree in education, business, human resources, information technology, or related field

Certification from talent and training associations a plus

Two (2) years' previous experience as a trainer, corporate training specialist, or related position

Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software

Experience with technologies and best practices for instructional manuals and teaching platforms

Strict adherence to company philosophy/mission statement/sales goals

Strong project management skills with the ability to supervise multiple projects

Good interpersonal skills and communication with all levels of management

Organized and able to create multiple timelines, budgets, and schedules

Able to multitask, prioritize, and manage time efficiently

Excellent leadership, team building, and management skills

Encouraging to team and staff; able to mentor and lead

Excellent verbal and written communication skills

Able to analyze problems and strategize for better solutions

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and 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.

Requisition ID: R-157822

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