Discover. A brighter future.
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description:
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers, and which is consistently awarded for both. We’re all about people and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.
Responsible for providing strategic and tactical direction for operational activities to service the Issue Management Process. Ensures efficient and compliant Issue Management process through standardized guidance through Procedures, job aids, standard work, and training. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.
Responsibilities
Serves as the primary liaison between business partners and GRC operations teams for servicing Issue Management processes.
Collaborates with business partners on Issue Management process, procedure, system, and training enhancements; communicate operational implications; suggest alternatives that may achieve the same objectives but with more favorable impacts to operations (e.g., lower cost, less complexity); commit to approaches selected by leadership and lead their implementation.
Relationship management with business partners and management of Issue Management system, process, and training related projects from idea to implementation.
Ensures sound operational processes, training, and procedures are developed and documented.
Create an appropriate plan to communicate and train teams on any process and procedure changes (e.g., office hours, emails, ad-hoc training sessions, etc.)
Actively monitors servicing issue management quality levels, communicate opportunities for improvement and collaborates with operations, Governance and QC teams to improve service levels.
Plan, coordinate, and execute activities that support business partner initiatives across the organization and ensure operations expectations for timeliness, quality and efficiency are delivered in conjunction with internal and external parties.
Minimum Qualifications:
Bachelor's Degree in Business Administration or Management or Social Sciences or related field.
6+ years of work experience within Customer service, Financial Services Operations, or Related
In Lieu of Education Experience, 8+ years Applicable line of business [Deposits, Personal Loans, Student Loans], or related experience.
Preferred Qualifications:
Masters in Business, Arts, OR Social Sciences
Issue Management (specifically, root cause analysis, action plans, etc.)
Experience in developing job aids, procedures, and training
Application Deadline:
The application window for this position is anticipated to close on Sep-10-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.
Compensation:
The base pay for this position generally ranges between $88,500.00 to $149,300.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.
Benefits:
We also offer a range of benefits and programs based on eligibility. These benefits include:
Paid Parental Leave
Paid Time Off
401(k) Plan
Medical, Dental, Vision, & Health Savings Account
STD, Life, LTD and AD&D
Recognition Program
Education Assistance
Commuter Benefits
Family Support Programs
Employee Stock Purchase Plan
Learn more at mydiscoverbenefits.com.
What are you waiting for? Apply today!
All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.
Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)
Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.
