Specialist, Contact Center (Trilingual)

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

Specialist, Contact Center (Trilingual)

The Contact Center team is seeking a Specialist, Contact Center to support day-to-day customer operations and help advance the customer experience through problem-solving, service excellence, and continuous improvement. The ideal candidate is analytical, highly motivated, and effective in managing customer inquiries, identifying trends, and collaborating across teams. This role also requires professional communication in English to support customers and regional stakeholders, as well as strong AI literacy and a high level of comfort adopting AI-enabled tools to improve efficiency and service delivery.


Job Description Summary
1. Supports day-to-day Cross Border Services operations within the Contact Center, ensuring customer support meets established service standards, SLAs, and XBS policies and procedures.
2. Provides service and support for Mastercard products and services directly to customers across phone, email, chat, and other approved channels.
3. Identifies recurring issues and contributes to process improvement initiatives that enhance service delivery and optimize resources.
4. Performs trend analysis, planning, forecasting, and monitoring, and helps develop business cases to address operational challenges.
5. Investigates and resolves customer inquiries, issues, and service requests in accordance with established policies and procedures, escalating complex matters to senior resources when needed.


Responsibilities:
• Supports the investigation and resolution of customer product and service inquiries, issues, and requests under general supervision.
• Applies established policies and procedures to assess customer issues, identify trends, and recommend opportunities for improvement.
• Collaborates with team members and cross-functional partners on projects and initiatives related to customer support delivery.


About you: Knowledge/ Skills/ Abilities

1. Bachelor’s degree or equivalent experience, preferably in Business Administration or Communication, with 3–5 years of experience in the financial services industry and/or customer service environment.
2. Demonstrated experience in customer support, including the ability to manage multiple priorities, document processes, and contribute to small projects from end to end.
3. Strong written, verbal, and interpersonal communication skills, with the ability to deliver high-quality work, collaborate effectively with stakeholders, and demonstrate AI literacy with a high level of comfort using AI-enabled tools responsibly and effectively.
4. Experience investigating and resolving advanced customer product or service issues and applying customer service standards, processes, and tools.
5. Advanced proficiency in Microsoft Office, including intermediate Excel skills.

Bilingual proficiency required, including advanced English skills; additional proficiency in French, Portuguese, or Mandarin is preferred.

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.