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“Doing the Right Thing” is the Heart of Discover

If you work for Discover, you know you can expect to hear the echo of one of our core values, “Doing the Right Thing,” day in and day out. For of all the guiding principles and values that drive our culture, “Doing the Right Thing” is the most prevalent in all that we do. As a company, it’s our golden rule.

Providing great customer service is at the core of everything we do at Discover, and we know that by doing the right thing for our customers we are able to have a positive impact on their lives. From an everyday phone call that impacts just one customer, to a new product feature or launch that can impact many more, we keep what’s right top of mind.

Throughout the year we ask employees to share stories of how they’ve helped a customer in need. This helps us reflect on the ways we’ve been able to make a difference and touch the lives of so many in the communities we live. Today, we’d like to share how our customer service agents are able to help customers by living our truest value of “Doing the Right Thing:”

• By treating our customers with compassion when they’re experiencing a personal hardship or having difficulty managing their finances
• By demonstrating patience with new and existing customers who need help finding the banking or credit card product that serves their financial situation best
• By helping a customer understand their statement, make a simple payment over the phone, or showing them how to maximize their rewards
• By reducing panic in a customer who has lost their card and demonstrating how they can freeze payments instantly the next time it’s been misplaced
• By helping a customer manage their payments and minimize their interest through the upcoming holiday season, one of the busiest times of the year

Want to work for a company with customer-service like ours and people that strive to do the right thing every day? Check out our openings today.

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Diversity and Inclusion is part of our DNA

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Diversity and Inclusion is part of our DNA

At Discover, we strive to create a work environment where unique individuals can come to work each day and make a real difference. Discover’s Diversity & Inclusion (D&I) efforts in particular are aimed at using the differences in your perspectives and backgrounds to create value and success for the company. Our diversity is one of our greatest assets and we believe it’s one of the main reasons we are able to serve our customers so well.

Since the launch of a dedicated D&I program at Discover, we’ve seen tremendous growth in initiatives  that support an inclusive culture both inside and outside of our office walls. In 2013, we started our efforts with seven Employee Resource Groups (ERG), a number that now stands at 10 Employee Resource Groups and 39 ERG chapters across all of our major locations.

Discover’s ERGs help us recognize that there is strength in our differences and remind us that diversity and inclusion is part of our DNA. In order to help our ERGs make the most impact to employees, our communities, and the business, we make sure the strategic plans for each group align with overall company strategies and include activities that:

  • Build cultural awareness
  • Impact professional development, and
  • Grow our customer base

The Mission of our ERGs

ERG Mission
Accentuating Discover Abilities (ADA) To foster an inclusive environment where individuals with disabilities are valued and respected, thereby maximizing the empowerment of the individual and company performance.
Asian Professionals at Discover (APAD) To enhance Asian cultural awareness by creating and supporting volunteer opportunities while fostering an environment that promotes professional development.
Black Organizational Leadership at Discover (BOLD) To provide a support network for employees at Discover that fosters an inclusive environment that promotes growth, leadership, and talent development.
Generations of Leaders at Discover (GOLD) To create environment that fosters opportunities to collaborate across Discover leveraging employee talent, experience and knowledge to positively impact our leadership and financial well-being.
Honoring Military & Veterans (HMV) To bring awareness and understanding of military-related skills that impact Discover, identify veteran employee needs and work to drive business solutions. HMV strives to act as a focus group evaluating Service member benefits and coordinates activities to highlight and honor the military both at Discover and within the community.
Helping Organize Latino Achievement (¡HOLA!) To be at the center of the Latino community by sharing insights that can help Discover harness the full potential of its employees, partners and customers. ¡HOLA! will create and develop the leaders of tomorrow through professional development, networking, cultural awareness and knowledge sharing.​
Native American Professionals at Discover (N8V) To create an inclusive environment for Native American professionals by promoting Native American heritage through education, networking, cultural and social opportunities. N8V partners with local Native American communities to give exposure about the company’s core values, beliefs, products and services.
PRIDE – Lesbian, Gay, Bisexual, Transgender Allies To unite the power and potential of lesbian, gay, bisexual, transgender and ally employees in their careers and to contribute to Discover customers, employees, suppliers and communities.​​​​​​​
Professional Women Impacting Results (PWIR) To provide development and networking opportunities to further enhance the effectiveness of women across the organization.
Young Professionals of Discover (YPOD) To ignite progress, inspire others and cultivate tomorrow’s leaders. YPOD aims to provide developmental, networking and leadership opportunities for motivated young professionals and their advocates, supports and reinforces Discover’s core business objectives by leveraging personal and professional insights to spark innovation, while enhancing the company’s reputation through voluntary service in our communities.​

Learn more about Discover’s Employee Resource Groups.

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An innovative way to promote the success of our employees

Jon Kalpan vp-training and developmentTell us about yourself: My entire career has been devoted to expanding opportunity by providing meaningful, impactful, and engaging learning opportunities to others. I started my career as a high school teacher in Oakland, California, teaching Economics and Government to 12th graders. I spent about ten years in public education, teaching everything from math and science to English literature. I founded and ran a charter school called the Alameda Community Learning Center for several years, but eventually decided the most interesting things in the learning industry were happening in the private sector. I left public education in 1999 and started my corporate life writing development training software manuals in the tech sector. After working in various corporations for several years, I chose Discover because it was a place that allowed me to focus on my mission – to use education as a way to help people lead more rewarding and fulfilling lives.

I live in Lake Bluff, IL with my wonderful wife Shari, my two wacky kids, and our five-year-old runty-looking dog.

What is “The Discover College Commitment”? The Discover College Commitment is a new tuition program that provides all eligible U.S.-based Discover employees the opportunity to earn a bachelor’s degree online from select accredited public or non-profit private universities at no cost. The benefit covers tuition and required fees, books and supplies needed to complete select online degrees at one of three schools – the University of Florida (via UF Online), Wilmington University and Brandman University. The benefit has no tenure requirement so employees can start participating as soon as they want regardless of how long they have been with the company, including new employees on their first day.

What was the objective for launching this type of program? When we started working on this several years ago, we had four strategic objectives. First and most immediately, we wanted to improve talent acquisition and retention, especially in our  call centers. Second, we wanted to improve a set of transferable skills for participating employees, helping enhance their critical thought, analytical reasoning, problem solving, and quantitative aptitude. Third, we felt that we could structure the curriculum to deliver a set of strategically relevant capabilities, such as cyber security and computer engineering. Finally, we felt that we could enhance our brand in the market for both potential employees and consumers.

How’s it going so far? It’s still early days, but we’ve been extremely gratified by the overwhelming enthusiasm across the company. In the first two-and-a-half months since launch, nearly 10% of the company has scheduled academic counseling sessions with our education counselors. Moreover, almost 500 employees have submitted college applications to one of our degree programs.

While it will take years to realize the long-term benefits of this program, we’re already seeing early positive returns. Visits to our jobs page are up significantly and company-wide attrition is steadily declining. Moreover, Discover received over 185 million media impressions based on 58 news stories that resulted from this program. Word of mouth has been uniformly glowing.It will be years before we will be able to announce our first graduates, and we know that there will be challenges along the way. That said, we couldn’t have hoped for a more positive start and a uniquely innovative way to promoting the professional, personal, and financial success of our employees.

For more information about the Discover College Commitment program, including eligibility requirements, please visit www.mydiscoverbenefits.com/keyword/education-assistance.