PROCESSING SERVICES AND CUSTOMER CARE

The Services And Care Your
Institution Deserves

At MasterCard, we obsess over customer service. You can be sure that you will be supported by a best-in-class customer care center and a highly responsive team of experts who understand your business—24 hours a day, 365 days a year. We offer a single point of contact for all of your card processing needs, backed up by payments industry professionals with a deep understanding of the business.

SOLUTIONS

MasterCard can help you convert with end-to-end service and support that helps to ensure minimal disruption to your cardholder and back-office operations.


Every member of your conversion team will be included in the process from start to finish, ensuring that your entire team is up to speed from the onset. We'll work with you and your entire staff to equip all of you with the tools you need to navigate your new program with ease. We have a shared understanding of our clients' service experiences and expectations. And we aim to deliver a cohesive, coordinated, and seamless experience across your entire range of activities.

24/7 CUSTOMER SUPPORT

Our customer support team is here to help you through the entire process:

  • Life-cycle implementation services, providing account support from pre-conversion to post-implementation.
  • Our industry-leading customer care center provides dedicated support teams that understand your business and are available 24 hours a day, 7 days a week, 365 days a year.

IN-DEPTH TRAINING SERVICES

The training services provided by MasterCard are customized to meet your needs. MasterCard Integrated Processing Solutions™ (IPS) will provide you with the "right" training at the "right" time through the "right" delivery method.

Our approach includes targeted training modules and optional courses, consistent with our customer-focused strategy. The training team at MasterCard will work directly with you to customize our training to fit your needs, programs, delivery method, and timeline.

ON-BEHALF SERVICES

Several options of services are available to assist issuers and acquirers.

  • Advanced dispute reviews
  • Workflow analysis
  • Card management
  • Full IVR solution
  • Customer fraud call center support

RIGOROUS CHANGE MANAGEMENT

IPS incorporates rigorous change management processes to proactively identify and address issues, including:

  • Proactive monitoring of switch and applications
  • Customer notification of suspected issues—escalation and communication procedures are jointly developed
  • Dedicated research resources
  • SWAT-team approach with a thorough understanding of downstream impacts

MORE TO EXPLORE