Discover. A brighter future.
We offer 100% remote, combo, or on site – it’s your choice!
And… After you join the team, Discover will provide eligible employees with a one-time allowance of $500 to cover the costs of setting up a home office and a monthly internet reimbursement of $60.
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:
We know you’re going to love it here! Discover has an outstanding culture and the employee experience is fantastic!
Our next classes start in November 2023.
We’ve got you covered with a variety of shifts. We are currently hiring for schedules with start times that range between the following hours:
• 9:30AM, 1030AM, or 11:30AM EST (OH, DE, NJ, MD, PA)
• 7:30AM, 8:30AM or 9:30AM MST (UT, AZ)
Note: Shifts are Monday – Friday with weekends as assigned.
What You’ll Do
- Responsible for resolving complex cardmember inquiries regarding a fraud or security related concern. Some examples
include: verifying flagged transactions, caller authentication, reporting an account as fraud, etc. - Takes incoming calls and referrals from other departments, and may make outbound calls at times.
- Performs research on customer fraud claims to validate claims, including applicable questioning to determine correct fraud type, which has downstream implications to Chex/EWS reporting and decisions on remaining balance.
- Performs in depth account review and probes for facts. Searches and identifies best solution for customer.
- Partner with customer to determine whether to status fraud or non fraud.
- Utilizes excellence customer service skills on all inbound calls received.
- Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management
- If working from home, you will need a quiet workspace so you can focus on our customers. You’ll also need a minimum of 100 MBPS download/10 MBPS upload speed from your internet provider. A wired connection is required.
- We’ll provide you with all the equipment you need! Monitors, laptop, keyboard, mouse, headset, and an amazing new hire training experience. You’ll also have the best coaches to help you deliver the best service!
How You’ll Do It
- Answers inbound customer calls reporting fraud which can include identity theft, blocked debit cards & Zelle, frozen accounts, check holds, document review and updates.
- Completes necessary fraud verification, including caller authentication, transaction verification, etc. utilizing excellent customer service skills. In specifically assigned roles also responsible for handling Spanish calls and translation calls for investigations
- Collects necessary information and completes a fraud report when the customer confirms unauthorized account activity.
- Determines fraud type based on conversation with account holder and in certain instances fraud claim liability.
- Ensures proper follow-up or escalation of account based on call outcome.
- Makes outbound calls to verify account activity with the customer.
- Documents all investigative activities.
- On specific teams, provides overflow support for pre-booking department application review calls.
Qualifications You’ll Need
Bonus Points If You Have
- H.S. Diploma or GED
- 1+ years Fraud, Customer Service or related experience
Compensation:The base pay for this position generally ranges between $18.00 to $20.33. 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