Employer: Discover Financial Services
Job Description
What You’ll Do
- Provide high-quality and efficient customer service through daily management of a team.
- Hire, motivate, recognize, reward, coach, counsel and train direct reports.
- Responsible for overall team development, performance, and customer experience while adhering to regulatory requirement.
How You’ll Do It
- Recommends improvements to processes and procedures to improve overall performance, results, and customer experience. Supports and drives change initiatives.
- Manages a team with responsibility for hire/fire decisions, performance appraisals, and pay decisions.
- Performs general administrative tasks, including timekeeping, Workday transactions, access requests, etc.
- Manages team performance to achieve or exceed established goals. Proactively monitors daily activities of direct reports. Implements and executes established business strategies. Manages workflow through the delegation and reassignment of work activities. Develops contests and awards that increase employee loyalty and focus.
- Provides guidance to employees on how to handle challenging issues. Utilizes discretionary authority to approve exceptions to procedures to resolve escalated issues. Monitors feedback on a regular basis and escalates issues as appropriate. Maintains emotional consistency during times of ambiguity.
- Documents coaching, counseling, and corrective action of direct reports. Ensures that activities of the team are in compliance with company policies and procedures, and applicable local, state, and federal laws.
Qualifications You’ll Need
The Basics
- High school diploma or GED
- 2+ years of experience in Collections, Customer Service, General Call Center
Bonus Points If You Have
- 4+ of experience in Collections, Customer Service, General Call Center
- In lieu of education, 2+ years of experience in Leading/Managing employees
- 2+ years leading/managing employees
- CAR (Card or Lending Collections) experience within the last 2 years
- Discover Team Coach Experience
- Currently in lateral PG 4
- Shift availability of 12:00pm – 10:00pm EST
- Not applied for this position within the last 60 days
What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.