Title and Summary

Customer Technical Services Analyst II-1

Overview
The Customer Technical Services, Chargebacks and Fraud Team is looking for a Customer Technical Services Analyst II to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about:
• Enhancing Customer Satisfaction: Demonstrating a commitment to delivering exceptional customer service by effectively addressing and resolving customer issues related to chargebacks.
• Technical Expertise: Utilizing strong technical skills and knowledge of payment processing systems to troubleshoot and resolve complex issues efficiently.
• Continuous Improvement: Seeking opportunities for process enhancements and implementing best practices to streamline operations and improve overall efficiency.
• Collaboration and Communication: Working closely with issuers to ensure a seamless and cohesive approach to managing chargebacks.
• Extensive Knowledge of Chargebacks: In-depth understanding of chargeback processes, regulations, and best practices, with the ability to navigate and resolve disputes efficiently.
• Experience with Card Payments Institutions: Proven track record of working within issuers, acquirers or fintech companies, showcasing a strong grasp of industry-specific challenges and regulatory requirements.
• Proficiency in Card Network Rules: Familiarity with rules and regulations, ensuring compliance and effective dispute management.
Role
• Investigate and Resolve Disputes: Thoroughly investigate transaction disputes, gather necessary documentation, and resolve chargeback claims in accordance with regulatory and card network rules.
• Communicate with Stakeholders: Liaise with customers (issuers), and internal teams to provide updates, request additional information, and ensure timely resolution of disputes.
• Analyze Chargeback Trends: Monitor and analyze trends in chargebacks to identify patterns and improve overall process efficiency.
• Maintain Accurate Records: Ensure meticulous documentation and record-keeping of all dispute and chargeback cases for compliance, reporting, and future reference.
• Ensure Compliance: Adhere to regulatory requirements and industry standards to mitigate risks and avoid penalties.
All About You
The ideal candidate for this position should:
Essential Knowledge, Skills, and Experience:
• Have Advanced Understanding of Chargebacks and Dispute Resolution: Demonstrating expertise in handling and resolving chargebacks and disputes, with a deep knowledge of the associated processes, regulations, and industry standards.
• Possess Technical Proficiency in Payment Systems: Show strong technical skills in payment processing systems and familiarity with the operational workflows of card issuers.
• Exhibit Analytical and Problem-Solving Abilities: Display exceptional analytical skills to identify trends and develop effective strategies for dispute resolution.
• Demonstrate Excellent Communication Skills: Be proficient in communicating complex technical information clearly and effectively to various stakeholders, including card issuers and internal teams.
• Show Attention to Detail and Accuracy: Maintain a high level of precision in documenting and managing dispute cases to ensure compliance and accurate record-keeping.
Desirable or Additional Capabilities:
• Have Experience with Financial Institutions: Bring a background in working with banks, acquirers, fintech companies, or other financial institutions, demonstrating a solid understanding of industry-specific challenges.
• Understand Card Network Rules: Be familiar with the rules and regulations set by major card networks, ensuring compliance and effective management of disputes.
• Possess Project Management Skills: Be capable of managing multiple projects simultaneously, prioritizing tasks, and meeting deadlines in a fast-paced environment.
• Embrace a Continuous Improvement Mindset: Have a passion for identifying opportunities for process enhancements, implementing best practices, and driving innovation to improve overall efficiency and customer satisfaction.
Intrinsic Values:
• Adopt a Customer-Centric Approach: Demonstrate a genuine passion for delivering exceptional customer service and enhancing the customer experience.
• Have a Collaborative Spirit: Be a team player who thrives in a collaborative environment and works effectively with cross-functional teams.
• Maintain Integrity and Professionalism: Show commitment to maintaining high ethical standards and professionalism in all interactions and decisions.
• Be Proactive and Self-Motivated: Exhibit a self-starter attitude, taking initiative and proactively seeking out solutions to challenges.

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.