Trilingual Dispute and Chargeback Specialist - Brazil Overview

• Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard
• Responsible for overall satisfaction of these business customers through knowledge of their business and products
• Builds long-term customer relationships and ensures timely response and resolution of issues
• The applicant will be responsible for diagnosing, communicating, and resolving production incidents
• The position will analyze issues on Master Card applications to integrate a variety of systems and technologies to solve business problems.

o Do you enjoy finding creative solutions to complex problems and working with others to implement them according to Master Card and customer business needs?
o Have you provided product technical support on new technology at a global scale?
o Is leading edge technology and being part of a Global company exciting to you?
Role

• Enhances customer experience by providing high level technical customer service and support across a diverse and complex array of customer inquires
• Identify and analyze processing incidents to communicate with both customers and internal partners
• Serves as a subject matter expert accountable for analyzing, supporting, and troubleshooting customer technical support inquires
• Ensures that customer resolution efforts adhere to Mastercard standard processes and procedures
• Represents the voice of the customer to product line, application team and shared services group
• Conducts testing and support to identify opportunities for improvements with customer experience at the forefront
• Lead departmental processes to integrate new products and acquisitions into existing b2b support models
• Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services

All About You

• Experience troubleshooting and contributing to the delivery of holistic resolutions to complex technical inquiries
• Experience implementing process improvements according to standard procedures
• Experience serving as the go-to person for delivering high quality technical resolutions in a timely manner
• Candidate must have the ability to negotiate, resolve and present to internal/external customers.
• Candidate must have technical experience along with the ability to absorb and apply operational information to business solutions.
• Knowledge of the payments model including Authorization, Clearing, and Settlement is preferred
• Financial acumen and understanding of the four-party process model is preferred
• Collaborate with others in support of products, processes and problem resolution.
• Ability to interact with customers as well as Master Card management to articulate key performance indicators and action plans.

• 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.