associate specialist transaction services-1_r-117645 in pune

posted
contact
randstad india
position type
temporary
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posted
location
pune, maharashtra
function
Other
position type
temporary
experience
1-3
reference number
55325
contact
randstad india

job description

associate specialist transaction services-1_r-117645 in pune

**Job Title**Associate Specialist Transacation Services-1Overview The Global Business Services Center (GBSC) is Mastercard's shared servicesorganization supporting the business in all countries and business units. Thisposition is responsible for ensuring support in resolving inquiries across abreadth of functional areas and supporting programs and processes on a globalbasis. • The organization has team members in several locations throughout the worldto provide superior customer service to our employees and align with timezones and language differences • The position for, Associate Specialist will provide support to all employeesacross a breadth of functional areas, with a high degree of customersatisfaction, expertise, and timeliness. Support includes first contact caseresolution utilizing the Knowledgebase and general understanding ofMastercard's policies/programs • Providing support for all inbound inquiries, issues and requests frominternal and external customers through several communication channels (email,phone, chat) • Ensuring team targets and KPIs are met and/or exceeded • Supports operational excellence and continuous improvement initiatives Role Issue Resolution & Case Management • Provides resolution for Mastercard employee related inquiries, externalcustomers and suppliers • Responds to customer emails, chats and phone calls in a timely manner with agoal to resolve within first contact • Uses case management system to document, track and log inquiry resolutions. • Escalates in-scope, complex cases to Subject Matter Expert or Tier 2 whenappropriate, with complete documentation on work performed to date, followingthrough on issue until adequately resolved • Manages confidential data in a professional manner and according to HIPAArules and MasterCard confidentiality requirements • Ensures audit compliance through transaction processing and approval flows • Responds to systems issues and applies judgement when to escalate issues upto senior colleagues and conducts ad hoc research as needed to support team • Assists with the identification of process improvements and, with guidance,participates in the implementation of improvements • Promotes employee self-service to reduce call volume in the future • Performs ongoing documentation and procedures maintenance as required • Complete simple to moderately complex special projects, as needed • Resolve simple to moderately complex issues regarding inquiries, and wherepossible, assist with finding solutions • Contributes ideas and actions towards the continuous improvement of Helpdeskrelated processes • Assists with training of new hires and changing programs and businessprocesses • Demonstrates comprehensive knowledge of the Knowledge Base tool, relevantdata tools and operations processes • Conducts stress tests for "the Knowledge Base" tool and provides feedbackfor system improvements Customer Service • Provides superior customer service according to the GBSC standards • Operates in a professional manner that is responsive and flexible tocultural differences • Performs at level that assists in attaining overall and team-levelperformance measure and goals • Plans and organizes work so the Service Level Agreement objectives arerealized Relationship Management • Maintains positive work relationships with members of other teams in theGBSC to communicate effectively and to ensure compliance with cross-teamresponsibilities • Assists in establishing and maintaining strong, collaborative relationshipswith internal and external customers to identify additional ways to be ofservice and ensure customer satisfaction All About You Education & Experience: • Experience performing daily transactions; exposure to analyzing work forquality, productivity and timeliness • Experience suggesting process improvement activities • Experience in shared services or internal service delivery role preferred Skills: • A highly organized, articulate individual who knows how to develop andmaintain excellent working relationships as well as providing customersatisfaction as needed • Ability to manage multiple tasks simultaneously acquired through previousexperience in related field • Strong emphasis on customer service with strong problem solving andtroubleshooting skills • Demonstrates a high degree of comfort navigating multi-channel communicationplatforms and sites • High level of accuracy and attention to detail • Work effectively in dynamic, time-sensitive, high volume environment • Ability to work with minimal supervision and is collaborative/team-oriented • Working knowledge and use of office productivity tools (i.e., MS Outlook, MSWord) preferred • Excellent MS Office Suite Skills: Excel, Word, and Outlook • Workday/Oracle/Service Cloud experience a plus

skills

Transactions