Name: Larry M.
Job Title: Lead Account Specialists – Card Operations
I’m originally from Central Michigan, born and raised. I’ve lived in Arizona since Halloween 2017 and I love it. I’ve been a licensed cosmetologist for over 5 years now and do hair on the side for fun, as well as photography for friends and family.
When you have good friends
My childhood best friend of 19 years works for Discover on the banking side of the business, and she knew I’d love it here. She got me to move out to Phoenix, AZ, where the call center is located and apply. I’ve always been really good with people and customer service, so I took her word. And I’ve loved it since day one!
The experience I’ve had so far with Discover has been quite the ride. I came in wanting to know about how to make it big into the company, how to win all the awards and recognition, and how to get my name known by a lot of people. I’ve done just that by just doing my job and being a people person. One of the best experiences I’ve had was winning Customer Service and Engagement (CSE) Achievement award, where I was recognized for being in the top percentage of employees for great phone stats and customer service amongst my peers. It was such a good feeling to know that I make a difference just by doing the work that I do.
A place that will let you grow
I’ve never held a job position where the company has so much opportunity for personal and professional development. The lessons and coaching I’ve received have helped me learn that I want to be a leader one day within in a professional setting, which I never dreamed would actually happen. Discover sees potential in its employees and really pushes us to grow into ourselves both professionally and personally.
I am myself fully at Discover
I’ve never fully been able to be 100% Larry at my past jobs. There was always something that I had to hold back; whether that be my fun, optimistic attitude, or just my general positivity. Coming to Discover, I’ve been able to shine and show people my positivity and optimism on a daily basis. At Discover, this is welcomed with open arms. It’s infectious when you bring that light into a workplace and you see it spreading around like a wildfire.
Being able to see how I’ve helped my agents by coming into work with a positive and optimistic attitude, was a game changer for me. It was amazing to watch the agents really thrive from my positivity.
The difference with Discover
This experience is unlike any other job I’ve held, honestly. I don’t have to worry about coming into work and just keeping quiet and getting my work done. I can come into work and show who I am as a person and still get the work done. Before I never looked forward to coming into work. But Discover is different in every aspect because I look forward to helping our customers and my peers. Also, Discover makes sure their employees are taken care of and can be their selves in their work environment, and that’s what really stands out to me.
Benefits that gives a piece of mind
The biggest benefit that surprised me is the amount of recognition that employees can get. I’ve learned in the past that I’m the type of worker that needs to know that my efforts and my work are paying off. Being recognized as much as I have been is what really drives me to push forward. The other big benefit of working with Discover for me is the health benefits. I’m an asthmatic and having those benefits from day one helps put my mind at ease.
A different look at handling back-to-back calls…
My work and the work of my department is meaningful to the company because we handle a lot of back-up for the other departments. This means we answer calls that are waiting in the call channels. This could make work super busy, but our team answers those calls in a timely manner so that our customers get the help they need.
Work to make an impact and leave the best impression…
I try to make an impact daily with multiple customers. But the ones that really stand out to me are the ones where I help our customers with questions about a change to their credit score. They usually come in worried and concerned – as I would be too. But I’m able to give them the information to help them figure out what’s going on. To literally hear the worry lift off their shoulders is the most rewarding part of my job. It’s such a good, heartwarming feeling when a customer thanks you for what you’ve done.
I’d say go for it!
If you love helping people and also love having a positive, upbeat, and welcoming work environment, this is the place for you. I can honestly say that Discover has changed my life and I plan on making this job into a career, and the same thing can happen for you too. All you have to do is be yourself and give it a try.