Customer Service Colleague Wearing Headset

Customer Service

Account Specialist

remote eligible job Remote Eligible
job reference number R39485
in office job

In-Office: Chicago, Illinois

About This Role

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:

This position is based in our Chatham customer care center and is considered an on-site position.

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 October of 2024
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:

  • 9AM - 11AM CST (Illinois)


Note: Shifts are Monday - Friday

What You’ll Do

  • Responsible for handling routine customer service inquiries and problems via telephone, digital or chat channels through effective communication and problems solving skills. These routine customer service inquiries require the use of standard screens, scripts and procedures. Navigates a computerized system for responding and/or troubleshooting to customer questions.  Must have excellent verbal communication and problem-solving skills, as well as being comfortable with multi-tasking, as needed.
  • Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.


How You’ll Do It

  • Assists over 100+ customers per day by energetically engaging in a fast-paced, back-to-back call environment via phone, online or chat 

  • Brings empathy to customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost or stolen cards, statement and APR inquires, and processes credit line increase and decrease requests

  • Utilizes multiple systems to respond to, troubleshoot and document customer inquiries

  • Leverages 2 standard screens, verbatim scripts and procedures

  • Builds the Discover Financial brand by providing industry-leading care and innovative solutions


Qualifications You’ll Need
The Basics

  • High School Diploma or GED

  • 1+ Year of experience in Customer Service roles.


Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

  • Primarily remain in a stationary position.

  • Occasionally move about the work environment to complete the major responsibilities of the job.

  • Ability to transport physical objects up to 10 pounds.

  • Primarily performed indoors in an office setting.

  • Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

  • Ability to communicate verbally.


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.

A credit screening may be required for some roles within Discover Home Lending.

Application Deadline:

The application window for this position is anticipated to close on Sep-15-2024. 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 $18.00 to $21.75. 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 HireAccommodation@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.

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FAQs

Get your questions answered

Here are some commonly asked questions. For more information, visit our full FAQs page 

We hire employees for our community-based customer care centers, who are required to work on-site for their first six months. After six months of employment, we then provide the option to transition to a hybrid or fully remote work model.

Our community-based customer care centers are located in Chicago, Illinois (Chatham) and Columbus, OH (Whitehall).

We hire many employees in the following states as fully remote:

  • Arizona
  • Delaware (including the surrounding states of MD, NJ, PA)
  • Illinois
  • Ohio
  • Utah

This excludes any role that is hired in our community-based customer care centers located in Chicago, Illinois (Chatham) or Columbus, OH (Whitehall). 

Learning & Development

Never get tired of learning

Mentors, a Tech Academy, Shine Brighter U: there are all sorts of ways to develop as part of our team. We hope they inspire you to grow. After all, brighter futures are what we’re all about.

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Testimonials

Hear about life in Customer Service from our team

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Diversity, Equity & Inclusion

Feel at home in a business where everyone accepts everyone

When you feel at home in a team, there’s nothing you can’t achieve. With our Diversity, Equity & Inclusion (DE&I) program and 10 Employee Resource Groups, everyone belongs.

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Application Process

A step-by-step guide to kicking off a career with us.

Step one

Submit your application

Step two

Play our Pymetrics mini-games

Step three

Join us for an interview

Step four

Receive your offer (subject to screening)

Step five

Enjoy our on-boarding experience

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