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From Temp to Full Time

Name: Jarel A.
Job Title: Team Leader

I am a Team Leader of the Private Consolidation Loan team in Lake Park, UT.  I have a double major in Business Management and Marketing. And I love sports and family.

I started with Discover as a temp agent, just looking for part time work while I maneuvered through school. I ended up really liking what I did and decided to stay until I could finish school. I didn’t have to change the way I walked, talked, and dressed. I was able to remain the same person without being judged on how I presented myself. So far my experiences at Discover are very good.  I’ve had the opportunity to move up very fast in the company. I’ve learned a lot about banking and how things operate in the workplace. Discover doesn’t really seem to have a cap on the level of growth opportunities available here.

Focus on Development

Discover helps my professional development by allowing me the opportunity to utilize my knowledge and expertise on a daily basis. I return that to my team by focusing on their development at work and their goals in life.  A lot of my agents are close to my age and it helps them to have an example right in front of them, successfully doing what they aspire to do.

We are here to serve the customer

The most apparent difference with Discover is the outstanding amount of positivity in the workplace.  My departments helps students by providing financial assistance so that they can follow their dreams.  I remember working with a customer that wasn’t really able to make much ground with an issue. They were…  I worked with this customer on a daily bases to escalate their case by … .  The result was a 180, they were able to…

Take the opportunity

If you want to do something greater you have the opportunity to do it here at Discover.

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Authenticity allows for great leadership…

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.

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The Ohio State University Alumna. Chicago-land Native. Associate Project Manager.

Name: Katie P.
Job Title: Associate Project Manager – Card Operations and Decision Management

The road to Discover

At OSU, I graduated with my degree in Finance from Fisher College of Business. During my senior year I accepted a position in the Operations Leadership Program (OLP) here at Discover. The OLP is a 2 year rotational program and my first year was in Customer Service as a Team Leader before rotating to Customer Protection Services. Currently, I am doing project work and will be completing the program this summer and just celebrated my 2 year anniversary this past May.

Embracing Change

I had the incredible opportunity to work in collaboration with our Talent Acquisitions team in recruiting our most recent OLP cohort. Like many of my fondest experiences at Discover, it was one that pushed me out of my comfort zone. Representing the other members of the program and the supporting Senior Management was a new leadership experience for me. We really dug into the current process to understand improvement opportunities for both the business and candidate experience. Co-leading these improvements with the recruiter (who had phone screened me just 2 years prior) was a blast, and I was fortunate to gain a much better understanding of their side of business. This particular experience was a milestone in defining goals for the early stages of my career.

I learned quickly when I started that I wasn’t great with change, and I’ve since focused a lot of my personal growth on embracing it. Change is constant at Discover; and while it only seeks to be positive, it often can do the opposite on people’s emotions, thus impacting their outlook on their work. Understanding the “why” behind a new direction has not only helped me, but has allowed me to be effective in helping others manage change.

Develop Yourself through Developing Others

Since starting at Discover I’ve always really enjoyed learning about and discussing people’s career aspirations; so meeting and interviewing the candidates was extremely rewarding. My unchallenged top priority as a leader is to make those on my team, as well as outside of it, happy at work. I work towards that goal by remaining open myself. I encourage openness and positivity with the customer-facing staff I lead; which only stands to foster the most genuinely positive experience for our customers.

There are countless opportunities and benefits open to everyone at the company to further their growth and development. The leadership around me has always taken high interest in my goals and aspirations, and aligned me with opportunities I never imagined I’d have at this point in my career. In short, I feel incredibly fortunate for the way I’ve continuously been challenged in both my work and personal growth.

Advice for Discover and Beyond

At Discover or not, my advice is to build your career at a company where you truly believe in their mission. My first credit card was a Discover card well before I began working here. Whenever I needed to call Discover Customer Service, I always loved the way that I was treated – and fast forward I am sitting on the other side with the opportunity to lead those same wonderful individuals talking to customers just like me. With your job and career being such a large portion of your life, I think it’s necessary to work somewhere that you fundamentally believe in what you’re doing. At Discover, that’s been seamless for me.

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A Cosmetologist, Photographer, and Proud Discover Employee

Name: Larry M.
Job Title: Lead Account Specialists – Card Operations

I’m originally from Central Michigan, born and raised. I’ve lived in Arizona since Halloween 2017 and I love it. I’ve been a licensed cosmetologist for over 5 years now and do hair on the side for fun, as well as photography for friends and family.

When you have good friends

My childhood best friend of 19 years works for Discover on the banking side of the business, and she knew I’d love it here. She got me to move out to Phoenix, AZ, where the call center is located and apply. I’ve always been really good with people and customer service, so I took her word. And I’ve loved it since day one!

The experience I’ve had so far with Discover has been quite the ride. I came in wanting to know about how to make it big into the company, how to win all the awards and recognition, and how to get my name known by a lot of people. I’ve done just that by just doing my job and being a people person. One of the best experiences I’ve had was winning Customer Service and Engagement (CSE) Achievement award, where I was recognized for being in the top percentage of employees for great phone stats and customer service amongst my peers. It was such a good feeling to know that I make a difference just by doing the work that I do.

A place that will let you grow

I’ve never held a job position where the company has so much opportunity for personal and professional development. The lessons and coaching I’ve received have helped me learn that I want to be a leader one day within in a professional setting, which I never dreamed would actually happen. Discover sees potential in its employees and really pushes us to grow into ourselves both professionally and personally.

I am myself fully at Discover

I’ve never fully been able to be 100% Larry at my past jobs. There was always something that I had to hold back, whether that be my fun, optimistic attitude, or just my general positivity. Coming to Discover, I’ve been able to shine and show people my positivity and optimism on a daily basis and that’s welcomed with open arms. It’s infectious when you bring that light into a workplace and you see it spreading around like a wildfire.

Being able to see how I’ve helped my agents by coming into work with a positive and optimistic attitude, was a game changer for me. It was amazing to watch the agents really thrive from my positivity.

The difference with Discover

This experience is unlike any other job I’ve held, honestly. I don’t have to worry about coming into work and just keeping quiet and getting my work done. I can come into work and show who I am as a person and still get the work done. Before I never looked forward to coming into work. But Discover is different in every aspect because I look forward to helping our customers and my peers. Also, Discover makes sure their employees are taken care of and can be their selves in their work environment, and that’s what really stands out to me.

Benefits that gives a piece of mind

The biggest benefit that I’ve come to find that also surprised me is the amount of recognition that employees can get. I’ve learned in the past that I’m the type of worker that needs to know that my efforts and my work are paying off. Being recognized as much as I have been is what really drives me to push forward. The other big benefit of working with Discover for me is the health benefits. I’m an asthmatic and having those benefits from day one helped put my mind at ease.

A different look at handling back-to-back calls…

My work and the work of my department is meaningful to the company because we handle a lot of back-up for the other departments. This means we answer calls that are waiting in the call channels. This could make work super busy, but our team answers those calls in a timely manner so that our customers get the help they need.

Work to make an impact and leave the best impression…

I try to make an impact daily with multiple customers, but the ones that really stand out to me are the ones where I help our customers with questions about a change to their credit score. They usually come in worried and concerned – as I would be too- but I’m able to give them the information needed to help them figure out what’s going on. To literally hear the worry lift off their shoulders is the most rewarding part of my job. It’s such a good, heartwarming feeling when a customer thanks you for what you’ve done.

I’d say go for it!

If you love helping people and also love having a positive, upbeat, and welcoming work environment, this is the place for you. I can honestly say that Discover has changed my life and I plan on making this job into a career, and the same thing can happen for you too. All you have to do is be yourself and give it a try.

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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.