Analyst, Customer Performance (Data) in Toronto, Ontario

Our Purpose

We work 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 realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Analyst, Customer Performance (Data)

Overview:

We are looking for an individual to join the Customer Data Performance (CDP) team to help resolve customer performance issues and manage customer inquires as a second level support. This role will have the opportunity to work on new monitoring efforts and enhancements for the Data Integrity platform which will require project management, proactive collaboration with business partners across Mastercard and with O&T technical partners. The Data Integrity Monitoring Program monitors transactions on the Mastercard network to ensure accurate and clean data in accordance with Mastercard rules, specifications and product mandates and performance. This provides benefits for the entire ecosystem including higher authorization rates, increase fraud protection, greater transparency, and better product performance, which all leads to an optimized cardholder experience.

• Primarily responsible for the review and resolution of customer inquiries related to the Data Integrity Monitoring Program, including daily interaction with external customers, Mastercard Global Business Service Center (GBSC) and O&T partners

• Review and analyze customer extension requests for approval

• Provide training, demonstrations and presentations for internal and external audiences may include face to face customer interactions at Mastercard Technical forums and other conferences

Role:

• Research and provide superior customer service by responding within Service Level Agreement (SLA) to incoming inquiries within the Data Integrity Mailbox

• Collaborate with GBSC management and team members to train and look for new opportunities for level one

• Analyze extension requests to determine customer response

• Provide Data Integrity training sessions to internal and external customers

• Complete Adhoc requests using TOAD for Oracle, Enterprise Reporting or Power BI

• Provide monthly statistics on edit level reporting to upper management

• Suggest enhancements and improvements to simplify processes

All About You:

• Bachelor’s degree or equivalent combination of experience and/ or formal education required

• Broad knowledge of transaction/data processing concepts and financial industry/banking operation practices including authorization, clearing and single message networks

• Knowledge of Mastercard products and services

• Project management experience/knowledge

• Ability to translate business needs into technical specifications and technical detail into business language

• Skilled in conveying a sense of urgency

• Detail oriented with strong analytical, organizational, and problem-solving skills. Must be able to manage multiple priorities and deliverables with strong attention to detail

• Communication skills – listening, oral and written and interpersonal skills

• Able to adjust message for audience; i.e. ability to articulate effectively to senior management

• Self-starter. Motivated by sense of ownership, passion, and pride for quality

• Excellent interpersonal skills with ability to work collaboratively as an integral part of the team

Ability to pull Adhoc data to validate monitoring needs through a variety of tools such as TOAD, ER, cube, etc.

Mastercard is an inclusive equal 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. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com 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.

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.