Customer Technical Services Analyst I-1

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Customer Technical Services Analyst I-1

Overview
The Customer Technical Services, Chargebacks and Fraud Team is looking for a Customer Technical Services Analyst I 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.
• Knowledge of Chargebacks: 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 Understanding of Chargebacks and Dispute Resolution: Demonstrating expertise in handling and resolving chargebacks and disputes, with a knowledge of the associated processes, regulations, and industry standards.
• Possess Technical Proficiency in Payment Systems: Show technical skills in payment processing systems and familiarity with the operational workflows of card issuers.
• Exhibit Analytical and Problem-Solving Abilities: Display 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