Name: Angela A.
Job Title: Senior Manager Operations, Business Enterprise Solutions
I work on the Business Enterprise Solutions team. One of my main areas of responsibility is customer exception processing. For example, let’s say a customer made a payment over a week ago, but they can’t see their payment posted to their account. My team researches and processes these types of transactions. So, I don’t work directly with our customers; however, I do support the customer resolution cycle. If the transactions have started weeks ago in the customer journey, I must first alleviate the customer’s frustration. In this way my work is integral to the customer experience.
In addition to the processing work, my team also serves as consultants for monetary movement. Monetary movement means any money that moves i.e. through wire transfers, wires, checks, etc. We handle monetary movement primarily because we all have the right skillset, specialized knowledge and certifications to support it in addition to our regular roles.
On top of my career movement, I’ve earned the Accredited ACH Professional (AAP) certification and am currently studying for the National Check Professional (NCP) certification with Discover. I also earned my Master’s degree through Discover’s educational assistance program. These certifications have transformed how the enterprise manages specific monetary processing and changes. They ensure compliance with regulations, while providing benefit to customers.
The certifications aren’t mandatory; however, they provide Discover with a competitive edge in the industry to have experts in specific payments. This means we have expertise about regulations, financial institution warranties and obligations, and we have insight into innovative payment solutions. These certifications are extremely impactful to my career and to Discover. In collaboration with my team (who also earned AAP certifications), we have been able to provide extensive consultation and transform the business. A very recent example— our expertise helped shape new processes for pandemic programs (economic impact payment or stimulus) and mitigating risk. We ensured Discover remained compliant with specific governing rules.
We’re always working together to improve the customer experience by eliminating inefficiencies. We create more streamlined processes to resolve processing scenarios much quicker. We’ve had many successes with shortening the customer journey. In some instances, we’ve eliminated processing from 20 days to just 3 days!
Curiosity fueling growth
I’ve always been curious and asked questions with the intent to learn and enhance processes. Because of this, I’ve grown within the organization through lateral career shifts and promotions. This internal movement has provided me with valuable business knowledge.
The journey to Discover
I often share the story of how I got hired at Discover. When I applied, I already had four job offers on the table. On paper, all of the other offers were objectively better. However, there was something about the warm welcome, smiles, and authenticity of the people at Discover that made me ultimately accept the offer. I haven’t looked back after 12 years.
Leaders who listen and act
I’ve worked at Discover for 12 years, and it is always the people that bring me back every single day. People outside the company are always surprised at the autonomy and openness of our leaders. They’re surprised to hear that when we propose ideas and solutions, our leaders listen and act. My advice to job seekers? Apply! It’s a no brainer. In my experience, Discover offers a unique culture and mindset that’s unmatched.