Mastercard
SeniorSpecialist,FinanceServices
“Senior Specialist, Finance Services at Mastercard. Skills: customer service inquiry channels, case management system, phone, chat, customer experience performance, service capabilities, daily completion targets, quality of response, data tools, operational processes, performance insights, key performance indicators, customer experience goals, quality review processes, service improvement, individual performance, root cause analysis, preventative solutions, inquiry resolutions, compliance landsca”
What You'll Achieve.
achieving daily completion targets; quality of response; Delivers against key performance indicators and customer experience goals
Industry & Context.
problem solving; root cause analysis; preventative solutions
What They're Looking For.
Must Have
10+ years of relevant experience, Ability to work effectively in dynamic, time-sensitive, high volume environment, Exposure to analyzing work for quality, productivity and timeliness, emphasis on customer service and problem solving, Ability to manage multiple tasks simultaneously acquired through previous experience in related field, Demonstrates a high degree of comfort navigating multi-channel communication platforms and sites, Ability to work with minimal supervision and also collaborative/team-oriented environment, Operates in a professional manner that is responsive and flexible to cultural differences
Nice to Have
Experience in shared services or internal service delivery role preferred
What You'll Do.
managing day to day activities related to our customer service inquiry channels (case management system
Elevates customer experience as a senior team member supporting GBSC service inquiry channels with a focus on achieving daily completion targets and quality of response
Support a breadth of functional areas and provide guidance and support to team members
distributes and Analyzes reports/metrics and provides performance insights
Delivers against key performance indicators and customer experience goals and plays an active role in the ongoing monitoring of results in these areas
Maintains and operates quality review processes to drive service improvement and individual performance
Conducts root cause analysis and implements preventative solutions
Uses case management system to document
track and log inquiry resolutions
Escalates complex cases to Tier 2 or Tier 3 subject matter experts when appropriate and collaborates effectively to ensure smooth hand-off and resolution follow up
Maintains understanding of the compliance landscape to reinforce confidentiality
audit compliance and proper control
Responsible for content and functionality of "the Knowledge Base" tool which serves as a playbook for delivering quality and timely resolution
Leverages position with the customer value chain to provide business insights and drive first touch resolution
and other innovate customer strategies
Collaborates closely with GBSC colleagues and CX leads to optimize the customer value chain
Leads be example reinforcing a voice of customer mindset in all aspects of the operation
How You'll Work.
Team & Collaboration
partner closely with our Customer Experience Leads and GBSC colleagues to advance our customer experience performance and service capabilities; Support a breadth of functional areas and provide guidance and support to team members; collaborates effectively to ensure smooth hand-off and resolution follow up; Collaborates closely with GBSC colleagues and CX leads to optimize the customer value chain
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