Senior Specialist, Product Management

Senior Specialist, Product ManagementWho is MasterCard
What role do we play in the modern world? Are we an enabler of purchases or a facilitator for transactions? We play a much larger role in the world by enabling those that have no access to financial systems – every employee has the opportunity to be a part of something bigger and to change lives. We have the technology, people and Brand to serve modern society . Today, we are a global tech company that connects everyone to endless possibilities, priceless possibilities.
Overview

• The Specialist, Decision and Transaction Solutions will execute the strategy of Enhanced Protection Service, to help customer to see the full value of Decision Intelligence (“DI”) while maximize its usage by providing specialized support to:
• The Cyber and Intelligence Solutions (C&I) team at Mastercard delivers technology, products, and services that facilitate seamless, fast and secure payments across the network and the internet of things (IoT). These solutions leverage the latest technology, a vast array of data resources, and artificial intelligence (AI) to provide services that benefit the entire payments ecosystem.
• Additionally, the goal of C&I is to protect and ensure the integrity of the payment system including physical and digital channels by delivering fraud management and mitigation products that address the entire account lifecycle and work equally to ensure a positive experience for consumers.

o Improve visibility of customers performance on risk management across portfolios
o Improve customer knowledge and understanding of Mastercard's fraud solutions
o Increase and optimize utilization of Mastercard's fraud solutions

• The key responsibilities of this role include the following:

o Capture customers’ experiences with our services and identify opportunities for continuous improvement
o Analyze customer performance and trends for risk management KPIs
o Collaborate closely with product leads globally to drive customer engagement
o Evaluate customer engagement with the service and provide feedback to the product development and management teams.
o Develop customer engagement / success narrative to drive sales.
o Build case studies and reports at a regional level to incorporate in internal and external communications.

• Have you worked closely with clients to improve process?
• Is your next job one that will influence the performance of fraud globally?
• Are you capable of solving complex issues that drive new and insightful results?

Role

• Manage customer onboarding activities
• Capture customer’s understanding on Decision Intelligence solution and tailor training session to level set knowledge
• Build and deliver product utilization review
• Generate authorization and fraud performance presentations that reflect the customer’s reality
• Assess customer’s authorization and fraud performance via structured data
• Build and deliver training session about product, risk management and usage of IA
• Assist with customer training and creating best practice documentation including industry knowledge and platform use
• Support the resolution of customer specific issues/concerns
• Communicate customer feedback to appropriate teams to enhance the client experience
• Support customers during fraud attacks
• Build and deliver risk performance review

All About You

• Strong organizational skills with the ability to learn quickly and multi-task across multiple projects concurrently in a fast-paced environment.
• Excellent relationship building skills; able to build and maintain strong, positive working relationships across multiple business functions and region
• Excellent communication and interpersonal skills.
• Strong analytical skills with ability to mine and interpret data.
• Bachelor’s degree in business, marketing, finance, information systems or a related field.
• Flexible and solution-oriented, comfortable dealing with ambiguity
• Experience in customer relationship management
• Technologically savvy with the ability to understand and translate complex technical details into simple business concepts.
• Experience in fraud management
• Must have excellent computer skills and be highly proficient in the use of Ms Word, Ms Excel, PowerPoint, which will be necessary in the creation of visually and verbally engaging reports and presentations.
• Knowledgeable in key metric identification for driving and maintaining healthy business performance.
• Experience interacting with customers and asking effective, forward thinking questions

In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

• Abide by Mastercard’s security policies and practices;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and

Westchester County Salary Range: $112,700 - $174,800