Some Things Cannot Be Planned

Name: Monica H.
Job Title: Account Coordinator – US Cards – Marketing & Customer Service

I never thought that I would find myself in financial services. I considered being a police officer, a member of the U.S. Air Force, even being a counselor for young adults. I believe I’ve considered these careers because I really enjoy helping others and making a difference—it’s so fulfilling! I never thought I’d be able to do that in the world of finance. Aside from work, I am a proud mother of a very bright 4-year-old daughter. She is truly my motivation to always challenge myself and to be my very best. My hobbies include: spending quality time with my daughter, being outdoors, singing, and trying new things like places and food.

Before working at Discover, I worked in customer service part time for UPS. At the time, my daughter was a newborn and I knew we couldn’t survive on part time employment. I tirelessly searched for decent jobs in the area and came across Discover. I applied, interviewed, and was hired. This was my first full-time position. Just after a few weeks in training, I was forced to leave work due to an unforeseen family tragedy. During this chaotic time, I chose to reapply to Discover and Discover gave me a second chance. And for that, I am forever grateful.

I have had the opportunity to help so many people. When I was a phone agent, I was able to talk with thousands of customers and help with issues as small as fee removals to turning tears into laughter. As both an Accounting Coordinator and intern at Discover Headquarters in Riverwoods, IL, I’ve been able to assist with procedure updates, and agent training to enhance the overall customer experience. I have found my time at Discover truly enjoyable and I don’t plan to leave anytime soon.

A step in the unknown could lead to “wealth”
One day my team leader approached me and told me that I would be a great candidate for the Headquarters Immersion Program (HIP). At the time, I didn’t know much about the program, only that I’d be leaving my daughter for four months to work. I didn’t think that I was emotionally prepared to leave my daughter for such a long period of time, as I’ve never done so. After going home and deeply considering all of the opportunities that could unfold, I decided to apply, and I’m SO glad I did! It’s been one of the best experiences I’ve had in life! I’ve had the opportunity to meet so many wonderful leaders, expand my network, learn more about the business, develop new skills, and experience Chicago life, all while creating lasting friendships.

The difference can be a simple smile…
I feel that I make a difference every day when I come to work. No matter what is going on in my personal life, I make a point to ALWAYS smile, to be professional, and to be polite. Kindness goes a long way and you never know how a smile may brighten up someone else’s day. That kind of energy is infectious, and I enjoy spreading it.

My mother says I’m obsessed with Discover because I’m always talking about how great the company is as well as Discover swag. She says, “If I see you wear one more Discover shirt…”

But truly, it is a great company! Any company that will invest in your development is amazing! I’ve been able to take trainings online, attend a financial literacy course, participate in an in-depth leadership program called Aspiring Professionals, go to college through the Discover College Commitment program, and participate as an intern in the Headquarters Immersion Program. Every bit of development has elevated me to the next level in my career.

Working with a company that cares
Discover has so many great benefits. Two of my favorites are the family assistance program and the Discover College Commitment. Being a parent to a young child comes with some challenges. I love the fact that Discover values its employees enough to invest in providing care for family members. In the event that my daughter has a day off of school, I can request a provider to come to my home to care for her, or take her to a child care center at a discounted price. I’ve also been very fortunate to take advantage of the Discover College Commitment program that pays 100% for my education. It just doesn’t get any better than that! I don’t know too many companies that are willing to pay for your education 100% up front!

I’ve worked for other companies where I just felt like a number, an employee without a name. At Discover I’m Monica. I’ve come from other companies that focused heavily on seniority instead of performance. I love the fact that Discover is performance-driven because it truly makes the environment an equal playing field. I also love the fact that I am able to voice my opinion and be innovative. Here I’m recognized because I help drive results and that makes me feel valued.
Aside from feeling valued, Discover is a company that truly upholds the values it stands for and I see this not only for employees but leaders on a daily basis. A company that stands behind its word is a company that I’d want to work for any day.

Value
Currently I’m interning as a part of the Customer Service and Engagement (CSE) Strategy team. We are the team responsible for strategizing and creating an optimal experience for several employees and customers. Our team collaborates with marketing and field leaders to ensure our employees are able to effectively deliver information to our customers. We get to hear the concerns of our employees and customers first-hand and make the necessary changes/ updates to improve their experiences. Prior to my internship, I worked on the Business Enterprise Solutions Teams/Customer Support Unit, where my primary function was processing monetary adjustments to customer accounts. In all my roles at Discover, I find the work to be extremely meaningful because what I ‘m doing is impacting others, so I always give my best to ensure accuracy and satisfaction.

Get here as fast as you can…
To anyone wanting to work for Discover, I’d tell you to be prepared to work for a company that truly cares. Not only does Discover care about its customers and we show that with consistently winning JD Power, *(Discover was ranked Highest in Customer Satisfaction with Credit Card Companies by J.D. Power 4 out of the last 5 Years). Discover truly cares about its employees and we see that daily with recognition, constant development, and the amazing benefits we receive.

*Discover received the highest score in the J.D. Power 2014-2016 and 2018 Credit Card Satisfaction Studies of customers’ satisfaction with their primary credit card. Visit jdpower.com/awards