Discover Financial Services

Network Operations

• Manage a team that leads development of infrastructure systems, network releases, operational regulation enhancements, and network off-cycle projects
• Define and implement a monitoring program for customer adherence to high-risk operational regulations
• Identify regulatory enhancements required for international operating regulations and additional enhancement opportunities
• Deliver management oversight for settlement risk remediation program for the international network and plan timely remediation
• Develop and coach teams to identify, manage, escalate, and effectively manage risk
• Translate business goals of projects and direct team in developing solutions that result in positive customer experiences
• Manage team hiring, performance, coaching, and development decisions
• Communicate project issues and achievements to business and management and interact with external customers to gather feedback
• Plan, implement, and execute projects aligned to release cycles
• Analyze and develop requirements for data, workflow, logical processes, and system interfaces
• Travel up to 10% as required

Senior Manager, Payments Network Operations

Customer Support

• 100% remote, combo, or on site options available
• Responsible for handling routine customer service inquiries via telephone, digital or chat channels
• Use standard screens, scripts and procedures to respond to customer questions
• Navigate computerized systems to respond and troubleshoot
• Assist 100+ customers per day in a fast-paced call environment
• Handle reward redemptions, account updates, card activations, payments, lost/stolen cards, statements, APR inquiries, and credit line requests
• Escalate risk and customer-impacting issues to management
• New hire training and equipment provided
• May require credit screening and background check
• Positions marked as remote eligible are limited to remote locations within the country in which the position is based
• Applicants must be 18 or older at time of hire

Credit Card Customer Service Representative

Collections

• Service delinquent credit card accounts via outbound, inbound, and digital messaging
• Assess customer situations and provide payment options to minimize losses
• Use professional, influential communication to secure payments and maintain customer goodwill
• Handle back-to-back calls in a fast-paced call center environment
• Monitor, escalate risk and customer-impacting issues to management
• Review past due accounts and arrange acceptable payment programs
• Ensure compliance with company policies and procedures
• Handle difficult collection calls as determined by center management
• Complete evaluation activities to assess specific skills and qualifications

Senior Manager, Payments Network Operations

Credit Card Customer Service Representative

Lead Collections Specialist