Customer Relationship Manager - Portfolio Verification

Discover. A brighter future.

We offer 100% remote, combo, or on site - it’s your choice!

And… After you join the team, Discover will provide eligible employees with a one-time allowance of $500 to cover the costs of setting up a home office and a $60 monthly payment to offset remote work expenses.

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:

We know you’re going to love it here! Discover has an outstanding culture, and the employee experience is fantastic! 

Our next class starts: September 2024

We are currently hiring for the schedule: 6:00 AM – 2:30 PM (MDT) Monday – Friday.

What You’ll Do:

• Responsible for handling more complex non-routine customer service inquiries and problems for the majority of all call type functions via telephone, digital or chat channels through effective communication and problems solving skills. These complex non-routine customer inquiries may require deviation from standard screens, scripts and procedures. May also require contacting and/or working with customers to retain their business. Navigates a computerized system for responding and/or troubleshooting to customer questions.

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

• If working from home, you will need a quiet workspace so you can focus on our customers. You’ll also need a minimum of 100 MBPS download/10 MBPS upload speed from your internet provider. A wired connection is required.  

• We’ll provide you with all the equipment you need! Monitors, laptop, keyboard, mouse, headset, and an amazing new hire training experience. You’ll also have the best coaches to help you deliver the best service! 

How You’ll Do It:

• Handles complex non-routine customer service inquiries and problems for the majority of all call type functions via telephone, digital or chat channels. These complex non-routine customer inquiries may require deviation from standard screens, scripts and procedures. May also require contacting and/or working with customers to retain their business.

• Handles situations which may require adaptation of response or extensive research according to customer response.

• Utilizes effective verbal communication and problem solving skills to handle complex customer service inquiries.

• Uses discretionary authority to satisfy the customer within reasonable limits including but not limited to adjustments, credit limit increases and complex solutions. Documents customer files.

• Navigates a computerized system for responding and/or troubleshooting to customer questions.

Qualifications You’ll Need 

The Basics:

• High School Diploma or GED.

• 1+ year experience in Customer Service, Escalation, or related field.

Bonus Points If You Have:

• Fluent in English and Spanish.

• 3 + Years experience working in Portfolio Verification or related department at Discover Financial Services.

• Fluent with PV Reevaluation Tool.

• Fluent with Credit Browser Tool.

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 Aug-25-2024. 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 $17.50 to $24.19. 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

• M