Associate Specialist null

Who is Mastercard? 

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realise their greatest potential. 

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. 

Overview

In this role you will:

• Develop a deep knowledge of customer needs, products, and services.
• Analyse Centre performance across all business objectives and KPIs and explore new technology to transform reporting to provide new insights.
• Identify variation in performance and provide insights to Call Centre Management and Team Leaders.
• Provide assistance with, develop detailed project plans and manage all implementation processes within budget constraints.
• Optimize business processes to achieve more efficient results including establishing standard processes and best practices
• Review, track and audit schedules and scheduled activities.
• Serve as a subject matter expert capable of formulating solutions to consumer issues through simulation and cross work stream collaboration.
• Participate in designing solutions, leveraging established functional tools and methodologies to support project objectives.
• Contribute to development of new product or product enhancement service as well as process improvement efforts and initiatives associated with optimization of resources and consumer support delivery.
• Lead small to medium-sized projects/initiatives as an individual contributor with knowledge of Mastercard's products/services within a particular discipline.
• Utilise latest customer service industry technology to deliver to continuous improvement projects and to enhance customer experience and business performance.

All About You

• Class of 2023 students pursuing a bachelor’s degree in your final year of any degree.
• Strong written and verbal English communications skills.
• Strong customer focus and excellent customer service skills.
• Intermediate level of computer literacy - MS Office - Word, Excel, email (essential) and other specified systems applicable for the program.
• Highly motivated with the ability to work without direct supervision.
• High attention to detail and accuracy.
• Accountable for work performed and sets a positive example to others.
• General knowledge of how business processes, practices, and products influence function projects.
• Experience troubleshooting and responding to routine consumer product/service inquiries with high quality resolutions.
• Demonstrated familiarity with training documents and ability to guide consumers and vendors through resolutions according to training documents.
• Experience delivering resolutions in a timely manner.

Please ensure that you have full, unrestricted working rights to qualify for this position (AU/NZ Permanent Residents & Citizens only).

Working at Mastercard

Our culture offers a world of Priceless possibilities. It’s a culture of purpose, belonging and knowing that the work you do matters. We cultivate an environment for all employees that respects their individual strengths, views and experiences. Mastercard was recently named number 20 in the top 100 graduate programs by GradAustralia, and number 5 in Technology companies. 

At Mastercard, you get flexibility and choice to meet your needs, and commitment to your personal and professional growth. It’s about bringing your authentic self to work.

Our benefits include:

• Hybrid work (i.e. 2office3home). Work where suits you and your team best.
• 'Work from elsewhere' or in one of our 210 offices worldwide for 4 weeks a year.
• Paid volunteering leave to make difference in your community.
• Access to wellbeing initiatives and counselling services to boost your mind, body, and spirit.
• We got you covered for health insurance, travel Insurance and accidental insurance.
• Resource and funding assistance for personal and professional growth.
• A generous and inclusive parental leave policy.

You can also join one of our business resource groups (BRGs) to connect with your colleagues and make a lasting impact in an area that you are passionate about!