Customer Technical Services Analyst I Job at Mastercard (Warsaw)

Job Description

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.

Job Responsibility

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

Requirements

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

Nice to have

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
Task Management Skills: Ability to manage multiple activities simultaneously, prioritize tasks effectively, and meet 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

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Customer Technical Services Analyst I

Job Description

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