MasterCard Senior Specialist Customer Operations Support in Singapore
Who is Mastercard?
We are the global technology company behind the worlds 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.
Senior Specialist Customer Operations Support
Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution. Interacting with our vendor partner to guide and direct appropriate resolution path for our customers providing information in response to inquiries about products or services. Handle escalated customer issues and resolve via telephone and electronic communications (e-mail/chat/SMS).
Ensure vendor partners meets established KPIs, operational benchmarks and overall customer support readiness for customer issues, concerns and requests for enhancements.
Capture detailed and accurate information about issues, concerns and enhancements. Perform data analysis around root cause, trends and KPIs.
Work with global customers to complete service inquiries about MasterCard core applications and products.
Collaborate with vendor partner and internal partners in support of products, processes and problem resolution.
Demonstrate the ability to negotiate, resolve and present to internal/external customers.
Lead and/or participate in customer visits for training, education and operational support.
Simulate or recreate user issues to resolve operating difficulties. 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.
All About You
Bachelors Degree preferred or equivalent work experience. Knowledge / Experience:
Experience within financial/payments industry Previous customer service experience required.
Broad knowledge in the field 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.
Travel may be required. Business dress code may be required at times.\"
Interfaces with MasterCard Bill Payment customers and internal key stakeholders by providing subject matter expertise, managing customer communications, and channeling key customer insights on product and business process adoption back through the business to strengthen and expand customer relationships with an objective to maintain, defend, and grow market share. Goals are to deliver a superior customer experience to strengthen customer relationships, provide training for new and existing customers, and to create/review all customer communications in order to ensure seamless daily processing. This position interacts with a wide range of customer roles including; CEOs of small payment companies, senior and executive level management, operation managers, technical staff, and payment processors. Internal interactions encompass partnering with the following key stakeholders; product sales, account managers, risk management, marketing, information security, MasterCard Technology support areas (system delivery, production support, and technical support of online tools and connectivity), and all other MasterCard Bill Payment teams.
Conduct response-based in addition to pro-active support providing problem resolution and subject matter expertise on MasterCard Bill Payment RPPS on processing best practices value added services and online tools in order to strengthen and expand customer relationships and maintain seamless daily operations.
Focused effort on strengthening customer relationships by acting as a liaison between Originators and Receivers; Identify biller profile changes and promote consumer account changes in the event of account conversions and un-posted payments to optimize a customers payment volume and reduce the number of exceptions and unpostable payments.
Lead efforts to create and manage customer messaging for various forms of communication vehicles including; manuals, bulletins, daily customer broadcasts, and special announcements. The type of messaging is a broad range of content including; daily operational notifications, new or enhanced product announcements, pricing modifications, coding changes, and rule violations. Successfully managing this activity is necessary to ensuring compliance with our contractual agreements and seamless daily processing.
Initiate and facilitate meetings with customers and internal teams to present via webinars or face to face; for training, explaining best practices, or in up-selling value added services or in tandem with internal staff for monthly/quarterly account reviews regarding customer performance. Internal presentations are via face to face for education on; the Bill Payment industry and interfacing MasterCard systems, explanation of organizational structure and roles/responsibilities, or network processing and the online tools offered including details on the applicable business processes.
Analyze, identify, and share key customer insights through monthly reporting with internal partners to facilitate decisions on business processes, rules formulations or modifications, product enhancements, and market opportunities.
Required Skills / Knowledge / Education:
Proven ability to engage others and develop strong, positive working relationships
Strong written business and technical communication skills
Excellent customer service skills
Some project management skills in execution of business process projects
Ability to work in a cross-functional team environment with an ability to bring individuals/groups together to accomplish a business objective or troubleshoot an issue
Proficient at presenting both internally and externally
Demonstrated organizational skills in workload distribution and execution
Demonstrated ability to act as the customers advocate when interfacing with internal staff
Applies expertise of customer service principles when working with/presenting to customers at all levels
Holds the ability to develop/train junior staff
Assesses personal performance against established measures using strong analytical skills
Strong time management and multi-tasking ability
Strong interpersonal skills
Understanding of data processing principles, theories, and concepts
Proficient with the following systems:
oMicrosoft Office Suite (Word, Excel, Powerpoint, & Access)
oOutlook eMail Suite
Have the proven technical ability to quickly learn usage of the following:
oMasterCard OnLine tools
oGlobal Service Management ITIL Methodology
Bachelors degree in business (preferred) OR equivalent work experience
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.
Requisition ID: R-63651