About Us

At Mastercard, we're powering economies and empowering people, building ​ a sustainable economy where everyone prospers.

Size: 10000+ employees
Industry: Consulting, Financial Services, Technology, Fintech

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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

Representative, Contact Center

Overview:

The Contact Center team is looking for a Representative to drive our customer experience strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Role
Provides service and support Mastercard Cross Border products (PRO & PINS) and/or service issues, concerns and requests according to established policies and procedures as well as guidance from more senior resources and internal stakeholders.
Engages via telephone, email, or other developing channels like chat or through other social media platforms.
Acts as the voice of the customer by sharing reoccurring issues and opportunities for service improvement with management team.
Collaborates with other team members to support projects/initiatives related to customer support delivery.

All About You:

Bachelor's degree or equivalent experience (typically requires a minimum of 2-3 years' experience in financial services industry and/or Customer Service environment)
Experience contributing to the delivery of accurate and timely resolutions to customer product/service inquiries under direct guidance.
Demonstrated knowledge of customer service standards, processes, and tools.
Demonstrated ability to contribute to customer support projects/initiatives
Demonstrated ability to communicate well with customers, verbally and in written forms.
Proven ability in understanding, meeting and/or exceeding set KPIs.
High understanding of all Mastercard Cross Border (PRO & PINS) products, policies and procedures.

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.

Email Address

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Client-provided location(s): Mexico City, Mexico

Job ID: Mastercard-22331_R-257592

Employment Type: OTHER

Posted: 2025-09-04T19:25:55
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Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• FSA
• FSA With Employer Contribution
• HSA
• HSA With Employer Contribution
• Fitness Subsidies
• On-Site Gym
• Pet Insurance
• Mental Health Benefits
• Virtual Fitness Classes
• Health Reimbursement Account

Parental Benefits

• Birth Parent or Maternity Leave
• Non-Birth Parent or Paternity Leave
• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources
• On-site/Nearby Childcare
• Adoption Leave

Work Flexibility

• Flexible Work Hours
• Remote Work Opportunities
• Hybrid Work Opportunities

Office Life and Perks

• Commuter Benefits Program
• Casual Dress
• Happy Hours
• Snacks
• Company Outings
• On-Site Cafeteria
• Holiday Events
• Some Meals Provided

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence
• Volunteer Time Off

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Relocation Assistance
• Financial Counseling
• Stock Purchase Program
• 401(K)
• Company Equity

Professional Development

• Tuition Reimbursement
• Promote From Within
• Mentor Program
• Access to Online Courses
• Lunch and Learns
• Internship Program
• Work Visa Sponsorship
• Leadership Training Program
• Associate or Rotational Training Program
• Shadowing Opportunities

Diversity and Inclusion

Employee Resource Groups (ERG)

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