Lead Issue Management Specialist

Job Description

We are seeking a Lead Issue Management Specialist to join Discover Financial Services. As part of our collaborative culture, you will be responsible for managing the life-cycle of assigned Consumer Banking Problems, identifying root causes, minimizing future impacts, and documenting actions taken to resolve the problems. Your role will involve actively managing and escalating risks and customer-impacting issues daily, working closely with various teams to ensure timely resolutions.

Responsibilities

• Manage the life cycle of assigned incidents/issues by performing root cause analysis, coordinating actions to resolve issues, and implementing preventative measures.
• Work with business partners to resolve or escalate issues based on service level agreements.
• Maintain inventory of problems and monitor progress using ServiceNow.
• Identify process improvements and propose changes when managing issues/incidents.
• Mentor Service Support Specialists if assigned to LOB.

Minimum Qualifications

• Associate degree in business, IT, Mathematics, Statistics, or Analytics.
• 4+ years of experience in Consumer Banking Call Center Operations, Project Management, or related fields.
• In lieu of a degree, 6+ years of experience in related fields.

Preferred Qualifications

• Bachelor's degree in business, IT, Mathematics, Statistics, or Analytics.
• 1+ years of People Management or related experience.

Benefits

• 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.

Apply now and become part of our team, dedicated to customer satisfaction, compliance, and risk management. Discover is committed to diversity and inclusivity, providing an equal opportunity workplace.