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:

Responsible for managing the life cycle of assigned business unit incidents and issues. The primary objectives are to identify the root cause and Impact from issues, minimize the future impact from issues, and document the actions taken to resolve the problem. They perform this work in partnership with the BT, Business, Business Risk, Legal and Compliance teams by assigning Tasks/Action Items and follow them to completion.
Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

AT A MINIMUM, HERE’S WHAT WE NEED FROM YOU:

• Associate degree in business, IT, Mathematics, Statistics or Analytics
• 4+ years Consumer Banking Call Center Operations, Project management or Operations, or related experience.
• In lieu of a degree, 6+ years of experience in Consumer Banking Call Center Operations, Project Management, Operations, or related field

PREFERRED QUALIFICATIONS

If we had our say, we’d also look for:

• Bachelors degree in business, IT, Mathematics, Statistics or Analytics
• 1+ years People Management, or related experience

RR-LI

• Responsible for managing the life cycle and coordination of actions to resolve issues for all assigned incidents/ issues. Performs/effectively challenges root cause analysis, identify and coordinate actions to fix the issues and appropriate controls/preventative measures are implemented.
• Manages the service level agreements and works with business partners to resolve or escalate issues appropriately for timely resolution.
• Maintains inventory of problems and their current progress and status in ServiceNow. Works with business partners to ensures quality of documentation to meet established standards.
• Identify and propose process improvements, including any workflow interface changes, when managing lifecycle of issues/ incidents.
• Mentor Service Support Specialists assigned to LOB if assigned.