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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. Expressing myself through physical appearance is something I enjoy. 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 recognition, appreciation, 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. 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. It shocks me that Discover offers up to 90% tuition reimbursement on education assistance.  It amazes me 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.  Do not take this personal.  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.  I learned 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. Those teams are the Pre-Delinquency team and the Discover Business Card Process team. I come in, make sure I go through emails first.  Then I look at the schedule to see what agents are here.  After that, I look at my calendar to see what I have scheduled for the day.  This allows me to work around the things I need to do and coach agents from call listening. I always like to coach regardless of whether it was an amazing call or a call with many opportunities. As a Team Leader, I am also responsible for handling their timekeeping, compliance and making sure they understand how to remain compliant. Giving my team daily updates on their performance is important and valuable.

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. Visit discover.com/careers.

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Show up authentically: A Fearless, unwavering helper

Name: Diane R.
Job Title: Card Operations, Department Manager

Efficient, Effective, and Engaging is the difference

I am currently a Department Manager in Credit Operation. My passion is helping people become the best version of themselves. I am able to provide leadership and inspiration for my team leaders, team coaches, analyst and mentees. It takes great pains to assess and learn from every success and setback, but recognizing each as an opportunity to develop, cultivate, and strengthen relationships within the work place is critical. This can create an environment where employees feel they can effectively challenge change and grow. What is most salient to me is being able to use research and data to drive decision-making. This is reflected in the successes of my department. My team leaders are knowledgeable; they know their analyst; and together we are efficient, effective, and engaging. I absolutely love what I do. Each day is an opportunity to learn more and give more back.

I landed and made an impact

I joined Discover Customer Service and Engagement in 2012 as an evening team leader. I was also an active committee member with the Aspiring Professionals Program, a development program focused on creating a more diverse, high-performance management team.  My enthusiasm and focus on results leadership contributes to the overall success of this program.

A quality education can open up doors.

I am fearless and unwavering in the certainty that every student is capable and deserving of the opportunities that college success affords. The highlights of my career since joining the organization, was not the countless hours of work, but helping analyst, Team Leaders and Team Coaches alike sign up for the Discover College Commitment. Each person has a unique story to share which inspires someone else to take the commitment. Greatest experience ever!!

“Be Your True Self”

As an African-American, Lesbian woman it takes courage, commitment, and bravery to be able to show up authentically and bring all of who I am to work. I am humbled to work for an organization that embraces both recognition and appreciation. Recognition is positive feedback based on performance. Appreciation is about recognizing the value of people. When we do both of these things and we separate them out, people feel valued, appreciated, and seen which allows for greater trust, connection and performance.  This among many other reasons is why Discover was awarded one of the best places to work for LGBTQ community.

  We Treat You Like You’d Treat You. It’s more than just a commercial. It’s our culture, every single employee has a stake in the company’s success.  Discover understands its employees are the most valuable players and we operate in a way that puts our collective goals ahead of individual glory. This almost sounds too good to be true. I felt the same way initially, too, until I realized how Discover provides eligible employees and their families with outstanding benefits: health insurance, dental insurance, vision insurance, 401(k) match, 16-weeks paid parental leave, plus many, many other benefits.  I work for an organization where every level of management takes pride in building stronger relationships through every interaction. Our management staff are approachable, employees have access to the CEO, CFO, SVPs, VPs, etc. Our leaders are not sequestered away from the employees of the organization, but share suites with the employees. Even remote workers have access to every level of our leadership team. At Discover, I discovered that I am more than a number, I am an integral and valued piece of the puzzle.

Make a “real” difference and join our team, discover.com/careers[i].

[i] Equal opportunity employer/disability/vet