Principal Dispute Strategy - Network and Compliance

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:

What You’ll Do

The Principal Disputes Strategy – Network and Compliance position is responsible for providing strategic and tactical direction for operational activities to service the business. Ensures efficient and compliant servicing operations while ensuring world class customer experience.

Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. 

The candidate will lead a cross-functional project to strengthen data and system functionality to comply with the Discover Network rules and operational regulations.  In addition, the work will include a host of data improvements for a faster more thorough dispute investigation and enable reporting transparency. In addition, this position will be responsible for working with business risk partners to evaluate our RCSA methodology and strengthen compliance for the Product.  The position will be reviewing critical business processes, developing risk statements, mapping controls and regulations, identifying gaps, and determining inherent and residual risk in support of our annual review. 

How You’ll Do It

• Serves as the primary liaison between business partners and operations teams for servicing processes.

• Collaborates with business partners on process enhancements; communicate operational implications; suggest alternatives that may achieve the same objectives but with more favorable impact to operations (e.g., lower cost, less complexity); commit to approaches selected by leadership and lead their implementation.

• Relationship management with business partners and management of system related projects from idea to implementation.

• Ensures sound operational processes and procedures are developed and documented.

• Develops any necessary remediation plans and ensure their timely completion.

• Actively monitors servicing quality levels, communicate opportunities for improvement and collaborates with operations to improve service levels.

• Plan, coordinate, and execute activities that support business partner initiatives across the organization and ensure operations expectations for timeliness, quality and efficiency are delivered in conjunction internal and external parties.

• Implementation of Bank/Network Dispute Gap closure 

• Network Release Compliance (2x annually) 

• RCSA - reviewing critical business processes, developing risk statements, mapping controls and regulations, identifying gaps, and determining inherent and residual risk. 

• Develop do not Recognize Minimization Strategy 

• Simplify Customer case strategy to eliminate multiple communications 

Qualifications You’ll Need

The Basics

• Bachelor's degree in Business Administration and Management, Social Sciences or related

• 6+ years' Customer service, Financial Services Operations or related experience

• In lieu of degree 8+ years' Applicable line of business [Deposits, Personal Loans, Student Loans], or related experience

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:

Does this job require remaining in a stationary position, including but not limited to, primarily sitting and standing? Primarily remain in a stationary position.

Does this job require the ability to move about inside or outside the work environment to complete the major responsibilities of the job? No required movement about the work environment to complete the major responsibilities of the job.

Does this job require the ability to transport physical objects? If so, provide the weight of the heaviest object the job needs to transport without the aid of machinery or equipment or the weight equivalency with the aid of machinery or equipmen