Lead Customer Experience Specialist

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:

What You’ll Do Responsible for ongoing o

versight and continuous improvement of agent-facing procedures, with primary focus on consistent execution and maximizing both the customer & agent experience. Support business partner strategies and initiatives impacting the agent channel ensuring procedures, system tools, training, risk controls and key performance metrics are in place to support operational objectives. How You’ll Do It Leads the delivery of strategic projects and continuous improvement initiatives to support business goals. Manages the development of agent materials, system tools, policy & procedures and risk controls. Monitors performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance. Identifies ways to leverage data and information to drive insights and understand customer and employee experiences. Minimum Qualifications · Bachelor’s degree in marketing, Business Administration/Management or related field · 6+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution or related field · In lieu of degree, 8+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution, or related field Application Deadline: The application window for this position is anticipated to close on Jun-26-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

About This Role 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:

What You’ll Do Responsible for ongoing o

versight and continuous improvement of agent-facing procedures, with primary focus on consistent execution and maximizing both the customer & agent experience. Support business partner strategies and initiatives impacting the agent channel ensuring procedures, system tools, training, risk controls and key performance metrics are in place to support operational objectives. How You’ll Do It Leads the delivery of strategic projects and continuous improvement initiatives to support business goals. Manages the development of agent materials, system tools, policy & procedures and risk controls. Monitors performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance. Identifies ways to leverage data and information to drive insights and understand customer and employee experiences. Minimum Qualifications · Bachelor’s degree in marketing, Business Administration/Management or related field · 6+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution or related field · In lieu of degree, 8+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution, or related field Application Deadline: The application window for this position is anticipated to close on Jun-26-2024. 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 $75,500.00 to $127,900.00. 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.

Learning & Development Never get tired of learning

Mentors, a Tech Academy, Shine Brighter U: there are all sorts of ways to develop as part of our team. We hope they inspire you to grow. After all, brighter futures are what we’re all about. Hear about life in Customer Service from our team

What advice do you have for others who seek to develop the Discover Behavior We Take Responsibility? The best advice I can give to someone that is seeking to develop our Discover … Lamarcus Team Coach Why is your role important at Discover? How have you been able to make an impact in your role? Transcript

My role at Discover specifically involves assisting customers. I help individuals file dispute cases. I process their disputes once it's gone through a certain period of time. I'm interacting with them to explain those wins or maybe those times when they didn't win a dispute, which is a really important role. I also handle escalations, which is when that card member calls in and speaks to someone, they're not super happy with that answer. They're escalated to me. I'm also a mentor within my department, meaning that I help develop new agents. I help teach them new skills and practice the ways of speaking, different skills, and processes that they need to learn. So, my job has a lot of different pieces. 00:00 My role at Discover specifically involves assisting customers. I help … Jessica Billing Dispute Escalation and Department Mentor and Subject Matter Expert What interview advice would you give to prepare for this role? Transcript

I always suggest to my candidates that they do research on Discover before their interview. That way, they know who we are and why they wanna work here, so they can show that passion to the recruiter when they are interviewing with them. The other advice I would give is to really take some time to think through your experience, your customer interactions, your peer-to-peer interactions, and your manager interactions that you've had. That way, when we ask you some questions about your past experience, you have examples that are fresh in your mind that you can relate to, and that's really gonna help your confidence in the interview process. 00:00 I always suggest to my candidates that they do research on Discover before … Samantha Diversity, Equity & Inclusion Feel at home in a business where everyone accepts everyone

When you feel at home in a team, there’s nothing you can’t achieve. With our Diversity, Equity & Inclusion (DE&I) program and 10 Employee Resource Groups, everyone belongs. A step-by-step guide to kicking off a career with us.

01 Step two Play our Pymetrics mini-games

03 Step three Join us for an interview

04 Step four Receive your offer (subject to screening)

05 Step five Enjoy our on-boarding experience

01/02 Apply Now

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