Lead Customer Technical Services Analyst Warsaw, Poland

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Lead Customer Technical Services Analyst

Mastercard Payment Transaction Services (MPTS) Europe is a fully Mastercard owned processing asset, a brand agnostic payment processing company. The company was founded in 2008 with initial focus on the Polish market. It is located in Warsaw, Poland. Over the past few years MPTS Europe has developed its business and expanded into other EU countries. We offer comprehensive payment solutions to banks, financial institutions and non-traditional issuers (i.e. FinTech, retailers). We drive innovation in the area of card processing covering both physical and digital space.

MPTS Europe has invested in the best-in-class solutions in order to support end-to-end product lifecycle including a wide range of value added services, as well as customer support via different servicing channels. MPTS Europe’s mission is to deliver innovative and reliable payment processing solutions. Our company leverages industry best practices combined with payment expertise to drive client revenue and profitability.

Job description:

• Comprehensive Chargeback cases handling according to the Mastercard/Visa rules and relevant procedures;
• Cooperation with Payment Organizations and Banks in order to optimization card complaints handling, transaction security and compliant area;
• Tracking changes in the regulations and procedures of the Payment Organizations,
• Recommending improvements and optimization of card service processes,
• To create and opinion a procedures and policies.

Job Duties & Expectations:
• Advanced experience related to Mastercard and VISA chargeback processing including full understanding of chargeback rules and procedures;
• Strong knowledge and understanding of Mastercard and VISA and Regulation;
• Goal-orientated individual with strong time and task management;
• Positive approach in supporting Customer & company needs;
• Advanced Polish and English - written and verbal communication skills is needed;
• Ability to work under pressure and persistency;
• Strong verbal, written and interpersonal communication skills with internal colleagues and external clients;
• Know-how of the card payment industry;
• Know-how of the fraud prevention/detection solutions and track fraud trends is in plus.

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.