Service Center Assistant

Duties:
Service Center Assistants are responsible for servicing all queries relating to MasterCard associated programs and services via telephone and/or email to cardholders based in the United States Latin America and the Caribbean.
Agents ensure every cardholder receives the highest quality of service and reach resolution within MasterCard s designated Service Level Agreements (SLAs). Agents are required to take advantage of every cardholder interaction as an opportunity to create customer loyalty reduce cardholder attrition and increase the client s competitive advantage within the industry.

Key Competencies Required of Agents

• Agents will be cross-skilled in the North American and Latin American Countries.
• Agents will aid callers based in the United States Latin America and the Caribbean as part of their essential job function.
• Consistently deliver exceptional customer service to all MasterCard cardholders.
• Ability to drive first contact resolution outcomes for cardholders in compliance to program procedures & processes.
• Ability to problem solve organize and prioritize solutions for all cardholders.
• Displays initiative in meeting team SLAs and managed expectations.
• Demonstrates ability for continuous learning and knowledge sharing.
• High empathy professionalism and building rapport skills.
• Ability to multi-task.
• Adhere to Sedgwick s policies and procedures.

Skills:

• Shift Offerings: to be confirmedCenter hours are 8:00 AM 8:00 PM EST
• Training Class Start Date: Estimated to be Friday July 10 2026
• Training Period: 4 weeks Monday Friday from 8:30 AM 5:00 PM EST
• Contract Term: 90 days with option to extend based on business needs

Language Requirements

• Fluency in English and a native spoken Core Language(s) will be cross trained to support the North American region.
• Core languages to recruit for: English(required) Spanish and Brazilian Portugues
• Strong English communication skills are required in additional to solid Spanish/Portuguese
• Language Requirements: Portuguese 2 resources Spanish 3 resources
• Excellent verbal and written communication skillsin languages targeted for recruitment.

Technical Requirements

• Excellent PC skills including compatibility with Microsoft Office products.
• High proficiency in web-based (internet) skills; cross management with simultaneous servicing (managing MCM/MCS whilst on an active call).
• Ability to quickly learn and navigate various customer management platforms.

General Requirements

• Call Center experience required (minimum 1 year experience required).
• Ability to multi-task and work in a fast-paced environment.
• Ability to problem solve in real-time.
• Ability to understand and capture required information during customer interactions.
• Ability to properly manage escalations to Sedgwick supervisors.
• Ability to manage multiple priorities without supervision.
• Team player and engaged individuals.
• Ability to respect company & compliance standards processes and procedures always

Education:

• Completed HS/GED