Customer Experience and Engagement Analyst II

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 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.

Title and Summary

Customer Experience and Engagement Analyst II

Job Description Summary

Our team is part of the Global Consumer Escalations team, within the Mastercard Global Customer Care organisation. We are the highest point of escalation for consumer complaints for a number of prepaid cards. We investigate, oversee, analyse and report on all consumer complaints, and help to inform the business on customer satisfaction and product improvement.

Overview
As part of the Global Consumer Escalations team, you will assist in the investigation of complex complaints, cooperatively or autonomously.
With the use of complaints data, you will be the voice of the customer and assist in informing the business on various opportunities to improve processes and products.

The Job
As a complaint handler, your job will be to review individual and complex complaints and investigate them thoroughly to determine the root cause of the customer dissatisfaction and present remediation and redress as appropriate. You will be expected to communicate with internal teams and with consumers directly, either via telephone or email. You will make use of various tools and systems across the Mastercard platform and will work with various teams and departments to help you investigate the complaints. You will also help in the analysis of complaints data and report customer feedback to the business to assist in the improvement of services and products, as part of our cycle of continuous improvement.

About You
Proficient written and spoken English is a requirement. Candidates will be required to pass a written and spoken English qualification test.
Secondary Education is required. Further (higher degree) education is preferable.
Customer Service and/or financial services industry experience is preferable.
Previous experience in complaint handling would be beneficial.
Strong problem solving and analytical abilities will be required.
Excellent communication skills are required.
Proficiency in MC Word, Excel, Outlook, and other MC Office tools required.

Mastercard is an inclusive equal 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. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible