Mastercard Processing S.A.-3

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 Mastercard Processing S.A.-3 Overview The Customer Technical Services Chargeback 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: Preferably with an understanding of chargeback processes, regulations, and best practices, as well as 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. • Knowledge of 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: • Understanding of Chargebacks and Dispute Resolution: Preferably, an understanding of chargebacks and dispute resolution, including familiarity with the associated processes, regulations, and industry standards, as well as the ability to handle and resolve disputes effectively. • 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, ... (truncated, view full listing at source)