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Father of four. World Traveler. Department Manager.

Name: Topher A.
Job Title: Card Operations Department Manager

Deciding on Discover

I was working at another local call center, as a supervisor. I became friends with a few Team Leaders from Discover and was really impressed with the way they spoke about their jobs. They told me about all of the training and development they received to become better managers and leaders. I decided to invest in my own career by joining the Discover family. I started as a Team Leader in Discover Student Loans.  Since my start, I’ve worked in Customer Service and Engagement (CSE) and Cardmember Assistance (CMA). Discover delivered on my need for professional development and offer some great benefits that’s  hard to match anywhere else.

Invest in yourself

Discover offers its employees many professional development courses. I have learned how to better handle difficult conversations and how to prioritize activities so that I am working on what is most important. Today, we are rolling out the Discover Management System (DMS) to the field.  DMS is a tool to help us deliver more value to our customers as efficiently and effectively as we can.  I am being further stretched to follow its principles. I am excited with the thought that my work will be more closely tied to creating value for our customers.

 Coming together for our customers

Discover is different than any other company that I have worked for. They truly put people first. While other companies may focus solely on the bottom line, Discover is constantly evaluating the impact of our decisions on our customers and employees. While working with our Balance Transfer group, I visited our Balance Transfer team in Phoenix, with whom we engage in friendly internal competition. However, upon my visit, the department manager for Balance Transfers in Phoenix rolled out the welcome wagon.  He invited me to spend a few days with him, where he shared all of his strategy material and best practices. He was a great example of collaboration, despite the fact that our departments were competing with one another. This is just one example, where people have put the best interests of the company and our customers above their own.

 Coming together for each other

Not only does Discover celebrate diversity, the company is truly inclusive of all types of people. Discover values every individual, as long as they are willing to treat others with dignity and respect. I had the opportunity to live in South America for a few years. As a result, I speak Spanish and Portuguese. I participate in the HOLA (Helping Organize Latino Achievement) Employee Resource Group at Discover, where I work side-by-side with other HOLA members, a really great experience over the last few years, as we celebrate and promote inclusion of the Latino culture here at Discover. They make me feel like I am a part of the family.

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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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Oakland Raiders Fan and Pinterest Fanatic

Naomi Miller

Name: Naomi M.
Job Title: Card Operations Team Leader

The road to Discover.

In 2004, we were relocating from Texas and while driving into Phoenix, I saw the Discover logo on the side of the building. I knew that is where I wanted to work and did not bother applying with any other companies. I am thankful after 15 years to still be here—I definitely made the right choice in picking Discover.

A rewarding customer experience.

I love my job! I work in PayPro, our process service to our customers who have the Payment Protection benefit. What is unique about our process is we are able to help our customers that may have a life-changing event and then activate the benefits. It is rewarding to hear relief in a customer’s voice when they realize they qualify to have their payments placed on hold during a challenging time.

Finding myself through team leading and development.

Without the professional development classes and programs that I have had the opportunity to attend, I could not have had the experience I have had over the years.  I am grateful to the department managers that challenged me to get out of my comfort zone and to take advantage of my development. By taking that leap, I successfully became a team leader.

When I became a team leader, my passion for helping develop people brought out my true self. I enjoy investing my time in helping my agents with their career path—I work with some pretty amazing people on my team and our department overall. When I come in to start the day I make sure every day that I say hello to each and every one of them. I feel that I make a difference internally by being passionate in developing employees. Seeing other people become successful in reaching their goals truly makes my job worth it. When I see how far they go, I feel like I had a small part in their journey. I have been able to serve on the PALS (Peer Advisors Leading Success) Committee and the Excellence Committee, mentor team coaches and, currently, I am a chair for our Asian Professional At Discover APAD Employee Resource Group (“ERG”)—to me, this is where I find that I can make a difference with my employees.

Striving for excellence.

What is great about working for Discover is that there are so many opportunities for recognition. My goal was one day to win Pinnacle of Excellence, one of the most distinguished award a Discover employee can receive for displaying outstanding leadership. This was not an easy task as I learned along the way. I stayed focus, worked hard and most importantly, accepted feedback as a gift. Taking those gifts and making changes made me a better person and employee. I was chosen for Pinnacle of Excellence in 2015; this was a truly amazing experience!

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Passionate person who loves to win…

Name: Jessica M.
Job Title: Team Leader

I started at Discover in June 2013 with the Military Work-at-Home (W@H) program at Dover Air Force Base (AFB) in Dover, Delaware in the second class and there were only 24 of us in the entire department back then! I started as an agent taking inbound application calls and I loved it! Shortly, I became a mentor for our new hire classes that were coming out every other month. Then I became a coach in 2014. A few months later, I was promoted to team leader and had the chance to run my own team.

Tell us about a great experience you’ve had so far here.

I participated in military hiring events held at the base and at Del Tech Community College to grow the Military W@H program and share my personal testimony of the awesome program we had. I left the Acquisitions Military Department in 2016 to go to high volume transactors in Cardmember Service & Engagement, but was still able to stay on the Military W@H expansion projects at Dover and our newest one at Joint Base McGuire-Dix-Lakehurst. As a military spouse for 12 years, I was able to make valuable connections at McGuire AFB in New Jersey, Shaw AFB in South Carolina, and Dover AFB in Delaware.  Currently, I’m working with Wilmington University, to launch a training space to conduct new hire classes for Military W@H employees at the McGuire AFB.

How do you feel you have contributed to the “Make a Real Difference” message at Discover?

I served as a co-chair for our employee resource group Honoring Military and Veterans (HMV) for 3 years and in that time I was able to participate in several outreach programs besides hiring. We helped to renovate a house for transitioning veterans in Middletown, DE, started and hosted 3 Holiday Lunches for the Veteran Affairs home in Milford, DE, as well as countless hiring efforts.

How have you been able to “Be Your True Self” at Discover?

As a passionate person who loves to win, getting the chance to drive results every month and be recognized for it, is something I live for. I feel a strong sense of pride that my company has won J.D. Power so many times and I want to continue to help them achieve this.”

*(Discover was ranked Highest in Customer Satisfaction with Credit Card Companies by J.D. Power 4 out of the last 5 Years).

How does this experience compare to other jobs you’ve had in the past?

They care, simply put. Discover believes that happy employees promote a happier work environment and better results. Discover empowers employees to be their true selves and encourages continuous professional growth.

What are some of the benefits of working here? Is there anything that surprised you?

I was the first Team Leader in the entire company to manage their team 100% remote, and from 3 states away! My whole team, including my coach, works from home anyway so it wasn’t too much of a change for them. Only seeing them a few times a year makes the times we are together more like a family reunion then a team gathering. My department manager Veronica, and director Jeff, have been so accommodating to me being states away. The biggest benefit to being at Discover is the work/life balance that they support for their employees!

*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