Product Specialist

We are seeking an experienced specialist to join our team as a Product Specialist, responsible for delivering technology, products, and services that facilitate seamless, fast and secure payments across the network and the internet of things (IoT).

• The ideal candidate will leverage the latest technology, vast array of data resources, and artificial intelligence (AI) to provide services that benefit the entire payments ecosystem.

As a Product Specialist, you will be responsible for:

• Executing the strategy of Expert Support to help customers see the full value of AI suite of products by maximizing product usage through:
• Improving visibility of customer performance on risk management across portfolios
• Improving customer knowledge and understanding of fraud solutions
• Increasing and optimizing utilization of fraud solutions
• Optimizing usage of the Mastercard network and authorization strategies
• Engaging regularly with customers to capture their experiences with our services and identify opportunities for continuous improvement
• Analyzing customer performance and trends for risk management KPIs
• Collaborating closely with product leads regionally and globally to drive customer engagement and provide feedback to the product development and management teams
• Identifying areas of product cross sell among the suite of AI fraud solutions
• Building case studies and reports at a regional level to incorporate in internal and external communications
• Working closely with clients to improve processes
• Solving complex issues that drive new and insightful results
• Influencing the performance of fraud globally

Additional responsibilities include:

• Assessing customer's authorization and fraud performance via structured data
• Generating authorization and fraud performance presentations that reflect the customer's reality
• Capturing customer's understanding of AI based fraud solutions and tailoring training sessions to level-set knowledge
• Building and delivering risk performance reviews
• Building and delivering product utilization reviews
• Supporting customers during fraud attacks
• Managing customer onboarding activities
• Communicating customer feedback to appropriate teams to enhance the client experience
• Assisting with customer training and creating best practice documentation including industry knowledge and platform use
• Supporting the resolution of customer specific issues/concerns

To be successful in this role, you will need:

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

As a specialist, you will be expected to:

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