• The organization has team members in several locations throughout the world to provide superior customer service to our employees and align with time zones and language differences
• The position for, Associate Specialist will provide support to all employees across a breadth of functional areas, with a high degree of customer satisfaction, expertise, and timeliness. Support includes first contact case resolution utilizing the Knowledgebase and general understanding of Mastercard's policies/programs
• Providing support for all inbound inquiries, issues and requests from internal and external customers through several communication channels (email, phone, chat)
• Ensuring team targets and KPIs are met and/or exceeded
• Supports operational excellence and continuous improvement initiatives

Role

Issue Resolution & Case Management
• Provides resolution for Mastercard employee related inquiries, external customers and suppliers
• Responds to customer emails, chats and phone calls in a timely manner with a goal to resolve within first contact
• Uses case management system to document, track and log inquiry resolutions.
• Escalates in-scope, complex cases to Subject Matter Expert or Tier 2 when appropriate, with complete documentation on work performed to date, following through on issue until adequately resolved
• Manages confidential data in a professional manner and according to HIPAA rules and MasterCard confidentiality requirements
• Ensures audit compliance through transaction processing and approval flows
• Responds to systems issues and applies judgement when to escalate issues up to senior colleagues and conducts ad hoc research as needed to support team
• Assists with the identification of process improvements and, with guidance, participates in the implementation of improvements
• Promotes employee self-service to reduce call volume in the future
• Performs ongoing documentation and procedures maintenance as required
• Complete simple to moderately complex special projects, as needed
• Resolve simple to moderately complex issues regarding inquiries, and where possible, assist with finding solutions
• Contributes ideas and actions towards the continuous improvement of Helpdesk related processes
• Assists with training of new hires and changing programs and business processes
• Demonstrates comprehensive knowledge of the Knowledge Base tool, relevant data tools and operations processes
• Conducts stress tests for "the Knowledge Base" tool and provides feedback for system improvements

Customer Service
• Provides superior customer service according to the GBSC standards
• Operates in a professional manner that is responsive and flexible to cultural differences
• Performs at level that assists in attaining overall and team-level performance measure and goals
• Plans and organizes work so the Service Level Agreement objectives are realized

Relationship Management
• Maintains positive work relationships with members of other teams in the GBSC to communicate effectively and to ensure compliance with cross-team responsibilities
• Assists in establishing and maintaining strong, collaborative relationships with internal and external customers to identify additional ways to be of service and ensure customer satisfaction
All About You
Education & Experience:
• Experience performing daily transactions; exposure to analyzing work for quality, productivity and timeliness
• Experience suggesting process improvement activities
• Experience in shared services or internal service delivery role preferred

Skills:
• A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as needed
• Ability to manage multiple tasks simultaneously acquired through previous experience in related field
• Strong emphasis on customer service with strong problem solving and troubleshooting skills
• Demonstrates a high degree of comfort navigating multi-channel communication platforms and sites
• High level of accuracy and attention to detail
• Work effectively in dynamic, time-sensitive, high volume environment
• Ability to work with minimal supervision and is collaborative/team-oriented
• Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred
• Excellent MS Office Suite Skills: Excel, Word, and Outlook
• Workday/Oracle/Service Cloud experience a plus

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.