Role Description The WWT Service Desk serves as the first point of contact for multiple ATS service offerings and acts as the central hub for all calls, incidents, requests, and records entering the ATS Operations Center and Managed Services. Service Desk Analysts play a critical role in logging, categorizing, prioritizing, and routing requests appropriately. A key responsibility is keeping users informed of their ticket status and progress at predetermined intervals throughout its lifecycle. The WWT IS Service Desk handles both client-facing and internal tickets/calls. Responsibilities: - Customer Support & Incident Resolution: - Provide first-line IT support through phone, email, chat, and web sessions. - Gather and document relevant information from customers, using support tools and additional resources as needed. - Accurately log all incidents, requests, and troubleshooting steps in the ticketing system. - Resolve basic technical issues and escalate complex issues per SLA guidelines. - Service Excellence & Communication: - Maintain high levels of customer service 24/7/365 (multiple shifts). - Ensure timely triage and escalation of issues per SLA requirements. - Communicate ticket status updates to users at key intervals. - Build positive relationships with customers through professional and proactive support. - Process Adherence & Knowledge Management: - Follow established policies, processes, and procedures while identifying areas for improvement. - Document resolutions and contribute to knowledge base updates. - Assist in cross-training team members on quick fixes and troubleshooting steps. - Technical Competence: - Support multiple clients with professionalism and insight. - Maintain working knowledge of data and voice network concepts. - Adhere to ITIL best practices and service management standard. Qualifications - College degree or 2 years of experience in an IT service desk environment. - ITIL Foundation Certification (preferred). - Experience supporting customer incidents, requests, and problems in an IT environment. - Prior IT Service Desk experience preferred. - Excellent customer service and communication skills (written & verbal). - Knowledge of MS Windows, MS Office, and ServiceNow. - Ability to prioritize and multitask effectively in a high-paced environment. - Strong problem-solving skills and ability to work within defined methodologies. - Ability to work independently and in a team-oriented environment. - Able to work first, second, or third shift in a 24X7 operation (CST Timezone). Requirements - Employment may end when customer needs decrease. - A reasonable estimate of the current base pay range for this position is $22.00 to $28.00 per hour. - Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. - The range for this position in other geographic locations may differ. - Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that are not included in the base pay. Benefits - Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program. - Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement. - Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement. - Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program.

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Analyst, Customer Credit Management-1 Overview We are seeking an Analyst to join our Brazil Customer Risk Management (CRM) team. This role is based in Sao Paulo and will support Mastercard's credit and counterparty risk management activities across Brazil. The Analyst will be responsible for credit B2B, Brazillian market, identifying, monitoring and managing credit risk for assigned markets in accordance with Mastercard's policies and procedures, including the CRM Procedures of the Credit Risk Policy. Mastercard manages approximately USD 90B in credit exposure globally, making CRM a key component of our evolving and rapidly growing business model. This role provides strong development opportunities through regular engagement with internal teams such as Account Management, Franchise, Product, and with external partners, including issuers and acquirers. Role Responsibilities The primary responsibility is to ensure counterparty risk for assigned markets is identified, assessed, managed, and mitigated in line with Mastercard's policies, procedures, and risk appetite framework. Responsibilities include: - Credit B2B - Serve as the first point of contact for customer-specific CRM matters. - Implement risk policies and controls to minimize potential credit losses while supporting business initiatives. - Manage credit risk for the regional portfolio on both individual and portfolio levels. - Provide data analysis and support strategy execution related to customer risk management. - Support development and enhancement of risk processes, including alternative risk mitigation solutions. - Coordinate CRM requirements in customer onboarding processes to ensure timely activation. - Prepare external and internal CRM reporting (e.g., central bank filings, audit committee materials, ad hoc reports). - Contribute to cross-functional initiatives requiring credit risk analytics and insights. - Participate in process improvement efforts and sharing of best practices. This role requires strong technical knowledge of credit analysis/underwriting, along with familiarity with Mastercard's business model, systems, tools, and relevant data sources. About You - Bachelor's or graduate degree in business, economics, finance, accounting, or a quantitative field (preferred). - Experience in credit risk assessment and financial statement analysis; experience or knowledge of the banking sector in Brazil is beneficial. - Strong decision-making, influencing, and stakeholder management skills. - Ability to work with accuracy, ownership, and a sense of urgency. - Proficiency in Excel, Word, and PowerPoint. - Collaborative mindset and commitment to maintaining a positive and professional working environment. Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard's security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

• Support chain-of-custody processes by tracking file movement across vendors and storage providers • Identify and escalate discrepancies in inventory and transfers for resolution • Execute quality assurance checks (automated and manual) to validate completeness, legibility, and accuracy • Conduct sample-based QC reviews and document exceptions for escalation and remediation • Apply and validate metadata tagging in accordance with defined schemas and standards • Review extracted data fields and flag inconsistencies or missing values for correction • Support OCR/ICR processing and validate outputs for accuracy and usability • Assist in testing multilingual processing and document extraction performance • Coordinate with technical teams to support ingestion of digitized files and metadata into client systems (e.g., Palantir Foundry, Databricks) • Perform validation checks to ensure data integrity, formatting, and compliance with security requirements • Assist in testing and validation of search capabilities (keyword, semantic, or image-based) • Provide feedback on search relevance, metadata usability, and data accessibility • Support requirements documentation, status reporting, and preparation of metrics (e.g., throughput, backlog, QC results) • Collaborate with internal teams and stakeholders to track progress and resolve operational issues • Identify opportunities to improve digitization workflows, metadata quality, and QC processes • Document lessons learned and support updates to standard operating procedures

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Analyst, Customer Credit Management-2 Overview We are seeking an Analyst to join our Brazil Customer Risk Management (CRM) team. This role is based in Sao Paulo and will support Mastercard's credit and counterparty risk management activities across Brazil. The Analyst will be responsible for credit B2B, Brazillian market, identifying, monitoring and managing credit risk for assigned markets in accordance with Mastercard's policies and procedures, including the CRM Procedures of the Credit Risk Policy. Mastercard manages approximately USD 90B in credit exposure globally, making CRM a key component of our evolving and rapidly growing business model. This role provides strong development opportunities through regular engagement with internal teams such as Account Management, Franchise, Product, and with external partners, including issuers and acquirers. Role Responsibilities The primary responsibility is to ensure counterparty risk for assigned markets is identified, assessed, managed, and mitigated in line with Mastercard's policies, procedures, and risk appetite framework. Responsibilities include: - Credit B2B - Serve as the first point of contact for customer-specific CRM matters. - Implement risk policies and controls to minimize potential credit losses while supporting business initiatives. - Manage credit risk for the regional portfolio on both individual and portfolio levels. - Provide data analysis and support strategy execution related to customer risk management. - Support development and enhancement of risk processes, including alternative risk mitigation solutions. - Coordinate CRM requirements in customer onboarding processes to ensure timely activation. - Prepare external and internal CRM reporting (e.g., central bank filings, audit committee materials, ad hoc reports). - Contribute to cross-functional initiatives requiring credit risk analytics and insights. - Participate in process improvement efforts and sharing of best practices. This role requires strong technical knowledge of credit analysis/underwriting, along with familiarity with Mastercard's business model, systems, tools, and relevant data sources. About You - Bachelor's or graduate degree in business, economics, finance, accounting, or a quantitative field (preferred). - Experience in credit risk assessment and financial statement analysis; experience or knowledge of the banking sector in Brazil is beneficial. - Strong decision-making, influencing, and stakeholder management skills. - Ability to work with accuracy, ownership, and a sense of urgency. - Proficiency in Excel, Word, and PowerPoint. - Collaborative mindset and commitment to maintaining a positive and professional working environment. Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard's security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.