Finance Services Specialist

About the role

Mastercard's Global Business Solutions Center (GBSC) is looking for a Finance Services Specialist in Bogota. The role sits within the Service Desk Operations function, which supports inquiry solutions across three regional hubs. The specialist leads operational excellence, champions digital transformation and fosters stakeholder partnerships, combining knowledge management, automation and human-centered AI.

Key responsibilities

• Oversee day-to-day service desk operations, resolving inquiries across email, phone and chat with a focus on first-touch resolution and customer satisfaction.
• Drive continuous improvement by identifying patterns, mining data for insights and implementing proactive solutions that improve the employee experience and efficiency.
• Optimize and evolve the knowledge base using AI and analytics to find gaps, trends and opportunities for self-service and automation.
• Partner with Tier 1 and Tier 2 teams, CX leads and cross-functional stakeholders to deliver a cohesive customer experience.
• Coach and mentor junior team members to expand first-touch resolution capabilities.
• Turn operational data into actionable business insights for strategic initiatives.
• Draft, update and validate SOPs, KBAs, FAQs, templates, decision trees, chatbot inputs, standard responses and process documentation under governance standards.
• Keep knowledge content clear, accurate, searchable and compliant with policy, process, compliance and control requirements, and promote its consistent use.
• Validate that knowledge content is structured, reusable and suitable for agent-assisted support, automated routing, chatbots and guided help.

Required profile

• 1+ year of experience in shared services, finance operations, internal service delivery or a helpdesk environment; exposure to Accounts Payable, Accounts Receivable, Travel & Expense or purchase order processing is preferred.
• Knowledge management and process optimization expertise.
• Excellent communication and stakeholder management skills.
• Accuracy, attention to detail and ability to work independently in a fast-paced environment.
• Willingness to support peers, share knowledge and follow through on assigned actions.

Required skills

• Oracle Financials and MS Office Suite; case management systems preferred.
• Use of AI tools and predictive analytics.
• Service desk operations, case management, knowledge management, process documentation and customer support.