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 business. Ensures efficient and compliant servicing operations while ensuring world-class customer experience. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. 

Responsibilities 

• Collaborates with business partners on process enhancements, communicates operational implications, and suggests alternatives that may achieve the same objectives but with more favorable impact to operations (e.g., lower cost, less complexity), commits to approaches selected by leadership and leads the implementation. 

• Plans, coordinates, and executes activities that support business partner initiatives across the organization and ensures operations expectations for timeliness, quality, and efficiency are delivered in conjunction with internal and external parties.  

• Actively monitors servicing quality levels, communicates opportunities for improvement, and collaborates with operations to improve service levels. 

• Develops any necessary remediation plans and ensures their timely completion. 

• Manages relationships with business partners and management of system-related projects from idea to implementation. 

• Serves as the primary liaison between business partners and operations teams for servicing processes. 

• Ensures that sound operational processes and procedures are developed and documented. 

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• Bachelor's Degree in Business Administration and Management and Social Sciences or related field 

• 6+ years of experience in Customer Service or Financial Services Operations 

• In lieu of a degree, 8+ years of experience in applicable line of business (Deposits, Personal Loans, Student Loans), or related field 

Preferred Qualifications 

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

• Master's Degree in Business, Arts and Social Sciences, or related field