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 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.

What You’ll Do
Responsible for partnering with the business to identify operations and processes. Writes procedures describing the steps and requirements of team processes. Manage a procedure inventory for the team. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

How You’ll Do It

Develops and ensures adherence to policies, procedures, standards, and government regulations.

Consults the business and technology teams to identify opportunities to improve the customer and agent experiences and reduce defects through process implication and automation.

Serves as Subject Matter Expert on the department's policies and procedures, while understanding the interconnection of processes between departments and applicable laws and regulations.

Partners with the business to recommend process improvements and ensure agents are properly trained on new online content enhancements.

Initiates and manages projects intended to implement system enhancements, support policies and procedures, and develop automation of activities.

Collaborates with policy owners to ensure policy and procedure continuity.

Qualifications You’ll Need
The Basics

High School Diploma or GED

2+ years of Field customer service experience

In lieu of education, 2+ years of Technical Writing experience

Lean, Six Sigma, and/or demonstrated process improvement expertise

Bonus Points If You Have

Associates Degree in Information Technology

1+ years of Technical Writing experience

2+ years of Financial Services experience

Application Deadline: The application window for this position is anticipated to close on Sep-24-2024. 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 $52,800.00 to $74,160.00. 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 Hire Accommodation@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.