Name: Brittnee F.
Job Title: Card Operations Team Leader
My aunt worked at Discover when they started up. She relocated to Utah as Contact Strategy Consultant and tried to get me to apply for years but I was intimidated because I didn’t have a college degree. But after working 10 years in the food industry, I was ready for a change! I decided to apply.
I’ve had so many great experiences here! I have met amazing people who I now call family. My husband and I were able to take our first REAL vacation to celebrate our 5 year anniversary in Maui. This was a trip I won at Discover through our Winter Winnings program, a rewards program for the top 50 performers who win extremely large gifts
I have worked at Discover for almost 6 years. I’m a Team Leader in Card Member Assistance (CMA), who enjoys attending horror conventions, reading, spending time with my husband, pets and my godson.
Creating an environment where all feel safe and can be their true self…
I have made a real difference at Discover by really making sure that I remain authentic. I have always enjoyed expressing myself through physical appearance. I have a lot of tattoos, piercings, crazy colored hair, and a Rocker Chic style. I’ve been told I would never be successful with how I present myself but at Discover, they allow me to be me every day when I am at work and I don’t have to hide it. Due to the environment, the people I work with and Discover acceptance in diversity, I was finally able to be comfortable with coming out to many family members, friends and colleagues as bisexual. I work very hard in the New Albany PRIDE group as one of the 2019/20 Chairs because it is important that LGBT employees feel like they are recognized, appreciated, feel safe and have a voice. Discover is different! It is a company that allows you to be your most authentic self. I believe when you are able to be your authentic self, you are more motivated to do your job every day and you feel comfortable.
Discover is more than just a job
Discover has helped me so much in professional development. Before Discover, I had been in other leadership positions but it was only a job. Here, I’ve been able to develop into a true leader and showcase my passions. Before Discover, I was in college to get my teaching degree so helping others learn is my passion and now I use my abilities to develop my agents. I’ve had opportunities to learn about networking, to help with my public speaking, and to learn how to have an effective conversation.
There are so many opportunities within the company. There is always something new to learn. The fact that Discover offers up to 90% tuition reimbursement on education assistance is amazing to me, I was also pretty shocked to work for a company that started out with 4 weeks vacation time.
The work I do is meaningful
My team is the base of all of CMA, we are the first step in correcting delinquency. As high-risk accounts come to us, we provide excellent customer service versus high focus on collections. It is important that we have a great conversation with the customer so that we can assist them in keeping their account in good standing.
I once had a customer call and talk to me with some of the most horrid things I had ever heard. Although it was difficult, I made sure to remind myself, “He is stressed and upset because of his situation, not at me personally. And all people handle things differently.” I looked at all possibilities we had to help him, covered these options then allowed him to make the choice on what he thought would be most beneficial. By the end of the conversation, the man was crying with gratitude. He felt so bad for the things he had said, I told him I understood that we all need help sometimes. A lot of people would remember that as a terrible experience but for me it was very eye-opening on what patience and genuine empathy can do for a person.
Walk me through a day in the life of working on your team
I actually am in charge of 2 teams. I have a Pre-Delinquency team and the Discover Business Card Process team. I come in, make sure I go through emails, look at the schedule to see what agents are here, look at my calendar to see what I have scheduled for the day, work around that to make sure that agents are coached from call listening. I always like to coach regardless of whether it was an amazing call or a call with many opportunities. I am also responsible for handling their timekeeping, compliance and making sure they understand how to remain compliant. I also give my team daily updates on their performance.
Come work with me…
I would say that Discover is a great company to work for. The benefits are amazing, the opportunities are amazing. They have more to offer than any other company I have ever worked for. I even have family that has been in the same job role for 20+ years, with another company, and don’t have the benefits employees receive here on their first day.