Lead Problem Management Specialist - CRM

Job Description

We are looking for a Lead Problem Management Specialist to join Discover Financial Services. In this role, you will be responsible for managing the life-cycle of assigned Corporate Risk Management Problems, identifying root causes, minimizing future impacts, and documenting resolution actions. You will collaborate with various teams within the organization to ensure effective problem resolution and escalation. If you are passionate about risk management and problem-solving, this is the role for you!

Responsibilities

• Manage the life-cycle of assigned problems, perform root cause analysis, and coordinate actions for issue resolution.
• Ensure service level agreements are met and problems are resolved or escalated timely.
• Maintain problem inventory and documentation quality in ServiceNow.
• Identify and propose process improvements and mentor assigned team members.

Required Qualifications

• Associate’s degree in Business, Information Technology, Mathematics, Analytics, or related field.
• 4+ years of experience in Consumer Banking Call Center Operations, Project Management, or related roles.

Preferred Qualifications

• Bachelor’s degree in Business, Information Technology, Mathematics, Analytics, Engineering, or related field.
• 1+ years of risk management experience and people management experience.

Benefits

• Paid Parental Leave
• Paid Time Off
• 401(k) Plan
• Medical, Dental, Vision, & Health Savings Account
• STD, Life, LTD, and AD&D
• Education Assistance
• Commuter Benefits
• Family Support Programs
• Employee Stock Purchase Plan