Discover News

COVID-19 update for interviewing, onboarding, and training efforts

Last updated: 8/27/2021

Interviewing FAQs

How will I interview for the role I’ve applied for?

We’re still conducting interviews via video.

Is Discover providing site tours?

All site tours have stopped at this time (except in our Chatham location). We encourage you to ask your recruiter specific questions about our onsite amenities and environment.

How will I be notified about the safety precautions Discover is taking?

We are monitoring the situation closely and continue to take necessary precautions to ensure the safety of our employees. We are proactively communicating with all applicants about these measures to ensure everyone’s safety, including updates to this page with the most current information relevant to our response to the COVID-19 pandemic.

For applicants who have accepted offers but have not yet started with Discover, we will provide further details around logistics prior to your first day.

Note: All employees currently have the choice to work from home through November 1, 2021. We are monitoring the COVID-19 situation closely and will provide further communication if that date changes.

Flexible Work Arrangements (FWA): What options is Discover offering employees and new hires?

We are committed to maintaining a culture where we recognize individual needs, support one another, and provide flexibility to employees to help them manage their lives, not just their work. You should feel confident you can follow a path that balances your personal needs and comfort level with team and business needs.

  • All non-agent employees will have the option to work remotely 2 days per week.
  • All agents (and those in associated roles) hired to work at one of our customer care centers (except for Chatham) are provided the choice on where they wish to work, whether that be fully remote, fully on-site, or a combination of remote and on-site.
  • For Chatham customer care center employees, we are currently working on-site and adhering to all COVID protocols mandated by local authorities and our company.

Onboarding and Hiring FAQs

How has new hire onboarding changed at Discover?

For non-agent hires

At this time, we are onboarding almost all employees virtually. As we look ahead and states begin to re-open, we have plans in place to provide employees with choices and flexibility. New employees should feel confident they will be provided support and flexibility to make the choice on where to work that best fits their situation and comfort level, including an option to work from home.  We are monitoring the situation closely and continue to take precautions to ensure the safety of our employees.

For new agent hires in the Utah, Arizona, Ohio or Delaware regions: 

New hire orientation and training is virtual. New employees will receive (via mail) the work at home equipment the week before they start. They will also receive a virtual conference link to join virtual orientation. Training staff will be available to virtually support equipment set up.

For new agent hires in the Chatham Customer Care Center: 

New hire orientation and training is onsite for our Chatham location. New employees will receive information to come into the office for their in-person orientation and training in a classroom type environment, where all necessary pandemic precautions will be followed.

What will my training experience be like?

We have begun to ship laptops and other equipment to new hires’ homes. There are a number of steps both leaders and new hires will need to take to set up their laptop and gain access to our systems. Our onboarding coordinators are directly communicating this information to new hires and their managers during the onboarding process.

For agent hires
New hire agent training is being conducted virtually. ​

  • Online training:  For roles that are currently supported by Online Training Programs (OTPs), there will be no change – these programs are available through Development Central and can be assigned at any time.
  • For classroom-based transitional training, we work with each line of business to determine the best approach. We can support an entire virtual class or we can combine an in-center class with employees who are at home. We also have the ability to train virtually across centers at participants’ desks to avoid employees coming into classrooms.

For non-agents hires
You will have a virtual Day 1 Welcome and a curated training plan facilitated by your manager.

For all campus full-time new hires
We have consolidated start dates across the programs to provide a consistent virtual onboarding and training experience. We will contact all new hires directly with pre-employment and onboarding details approximately two months before their start dates.

How will Discover manage H1-B employees starting in the near future?

We anticipate that scheduled H1-B hires will commence employment as planned. These employees are able to work from home rather than their worksite for a temporary duration. We will continue to monitor immigration requirements and advise if any changes or other actions are required of H1-B employees, whether working from home or otherwise.

General Onsite FAQs

What do I need to consider when visiting Discover campuses?

Currently, visitors are not allowed onsite but as a new hire you will be asked to:

  • Complete the required attestation form before your visit
  • Until further notice, all employees who enter a Discover facility will be required to wear a mask when in common areas away from their work stations. We also require employees to maintain social distancing of at least 6 feet.

What precautions is facilities taking to help prevent the spread of COVID-19?

Our facilities and security teams continue to work hard to ensure we have the proper safety precautions in place.

We have/are:

  • Requiring all employees to complete an ​​attestation prior to coming on-site.
  • Requiring employees to wear masks in all common areas and meeting rooms.​
  • Configured work stations to ensure social distancing while seated.
  • Identified maximum occupancy in meeting rooms for appropriate distancing.
  • Implemented specific protocols for common areas, including elevators, cafeterias, clinics, smart bars, mailrooms, etc.
  • Continuing our quarantine process for those who have been exposed to or diagnosed with COVID-19.
  • Installed foot pulls on non-automatic bathroom doors and other signage throughout the buildings as safety reminders.
  • Continuing extra cleaning and max air exchange.

What amenities are available when working in the office?

Amenities vary by location, but we are beginning to open up on-site amenities at major locations, including food service, on-site fitness center, dry cleaners, etc.

What is the policy at Discover on employee’s COVID-19 vaccination status?

While we are still welcoming both vaccinated and unvaccinated employees on-site in our Discover locations, we will continue to evaluate the options closely and we may adjust our approach as needed. We strongly encourage vaccinations for those who are able.

How did Discover transition to working remotely during the pandemic?

Learn more about how we mobilized an army of 8,000 U.S. call center agents in response to COVID-19.