Customer Technical Services Analyst I

About the role

The Customer Technical Services Chargeback Team at Mastercard is seeking a Customer Technical Services Analyst I to enhance the customer experience by resolving chargeback disputes and supporting issuers. This entry‑level position combines technical problem‑solving with a focus on compliance and continuous improvement.

Key responsibilities

• Investigate and resolve transaction disputes, gathering documentation and applying regulatory and card‑network rules.
• Communicate with issuers and internal teams to provide updates, request information, and ensure timely dispute resolution.
• Monitor and analyze chargeback trends to identify patterns and recommend process enhancements.
• Maintain accurate records of all dispute cases for compliance reporting and future reference.
• Ensure adherence to regulatory requirements and industry standards to mitigate risk.

Required profile

• Strong commitment to delivering exceptional customer service and satisfaction.
• Ability to work collaboratively with issuers, internal stakeholders, and cross‑functional teams.
• Interest in continuous improvement and process optimisation.
• Understanding of chargeback processes, regulations, and best practices.
• Experience in the card payments ecosystem (issuers, acquirers, fintech) is preferred.

Required skills

• Knowledge of payment processing systems.
• Familiarity with chargeback dispute resolution.
• Understanding of card network rules and compliance requirements.