Senior Production Support Specialist

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:

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers, and which is consistently awarded for both. We’re all about people and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

Supports performance management of existing business processes within customer service and Engagement with respect to operational efficiency, service delivery, customer experience, and compliance. Provides support to process studies and evaluations, systems and procedures design, identification and implementation of process simplification opportunities, and preparation of operations and procedures manuals to achieve consistent service delivery and execution. Provides guidance and expertise in accordance with established processes and procedures. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

Manages development and daily support for systems used at Discover. Oversees multiple projects, which require several cross-functional resources. Position includes defining project requirements, development, testing, implementation and support for projects or systems of responsibility. Maintain a focus on operations, agent readiness and proactively understand and bring awareness to data trends. Manage project prioritization, design and usability reviews. Responsible for improving customer experiences through tracking, manages and optimizes all customer communication touch-points.

Responsibilities

• Manages project development process from requirements to implementation with and without Business Technology Project Management assistance.
• Develops and maintains an effective understanding of systems needs and processes by managing strategies that drive channel health, improved agent processes and optimizaiton. Manages project prioritization.
• Partners with cross functional teams to resolve open Incidents end-to-end (including ticket assignment, research, and issue resolution, coordinate testing and validation).
• Manages open issues / incidents impacting Customers, timely escalation of all issues that are deteriorating experience, and drive resolution of issues.
• Assists with Production Support function including the in-take and de-duplication process for support of production related issues and items.
• Collaborates with key partners (including but not limited to) – BT, Client Facing Teams to ensure timely response for tickets and validation of ticket closure.
• Reviews and analyzes data, identifies trends and reports back to cross functional teams. Reports and presents issues, updates, and resolution to senior management.
• Manages to SLAs for ticket resolution by level of severity.
• Monitors performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance.
• Prepares and maintains operational policy and procedure documents to achieve consistent service delivery and execution.
• Supports the delivery of strategic projects and initiatives.
• Provides support to business process representation for all Compliance or Internal Audit reviews as well as external inquiries.

Minimum Qualifications

At a minimum, here’s what we need from you:

• Bachelor's Degree in Business Administration and Management, Information Technology, Mathematics, Statistics, Analytics or related field
• In lieu of a degree, 2+ years of experience in customer service, financial services, operations strategy/execution, or related field

Preferred Qualifications

If we had our say, we’d also look for:

• Advanced SQL skills
• Previous experience in Recovery
• Analysis and reporting experience
• 2+ years of experience in customer service, financial services, operations strategy/execution, or related field

#LI-KE

Application Deadline:

The application window for this position is anticipated to close on Apr-14-2024. We encourage you to apply as soon as possible. The posting may be available past this