Lead Disputes Strategy Process Owner

Discover Financial Services, Inc.; United States; Remote; USD 77,000 - 132,000; Full time

Job summary

Join a leading digital banking and payments company where you can make a meaningful impact from day one. This role focuses on enhancing operational efficiencies through data analysis and process improvements. You'll collaborate with internal and external partners, driving performance enhancements and ensuring operational readiness for implementations. With a strong emphasis on customer service and financial operations, this position offers a unique opportunity to contribute to a brighter financial future for millions. If you're passionate about problem-solving and making a difference, this is the place for you.

Benefits

Paid Parental Leave

Paid Time Off

401(k) Plan

Medical, Dental, Vision, & Health Savings Account

Short and Long Term Disability

Life Insurance

Education Assistance

Commuter Benefits

Employee Stock Purchase Plan

Qualifications

• 4+ years in customer service or financial services operations.
• Experience in process improvement and data analysis.

Responsibilities

• Manage end-to-end process support for credit bureau disputes.
• Identify opportunities for operational improvements.

Skills

Customer Service

Financial Services Operations

Data Analysis

Problem Solving

Process Improvement

Education

Bachelor's in Business Administration

Master's in Business Administration

Tools

Lean Six Sigma

Job description

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies.We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You'll Do

Responsible for end-to-end process owner support for Card Credit Bureau Disputes including for implementing strategies and systems / Process improvements to support business operations. Utilizes data to identify opportunitiesto enhance efficiencies, foster collaboration, and problem solve issues.

Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

How You'll Do It

Identifies opportunities to improve operations by analyzing data, reviewing case work, interviewing staff, and observing workflows.

Independently d evelops and Leads performance improvement implementations to solve complex business problems, drive down expenses and reduce risk .

Documents processes and process flows. Drives the development and enhancement of reporting metrics.

Partners with internal teams and external partners to define implementation requirements and timelines. Ensures operational readiness for all implementations, technology, and process changes.

Assess root causes and solutions for issues that arise.

Qualifications You'll Need
Minimum Requirements

Bachelors Business Administration and Management, Engineering, Social Sciences, or related.

4+ years Customer service or Financial Services Operations

In Lieu of Education Experience

6+ years Customer service or Financial Services Operations

Preferred Requirements

Masters Business Administration and Management, Engineering, Arts, Social Sciences, or related.

4+ years Applicable line of business - Operations, Project Management, Credit Bureau Disputes

Lean Six Sigma

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

Primarily remain in a stationary position.

No required movement about the work environment to complete the major responsibilities of the job.

No

Primarily performed indoors in an office setting.

Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

Ability to communicate verbally. Ability to communicate in written form.

Travel Requirements - No

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

Application Deadline:

The application window for this position is anticipated to close on May-14-2025. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

About This Role

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies.We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You'll Do

Responsible for end-to-end process owner support for Card Credit Bureau Disputes including for implementing strategies and systems / Process improvements to support business operations. Utilizes data to identify opportunitiesto enhance efficiencies, foster collaboration, and problem solve issues.

Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

How You'll Do It

• Identifies opportunities to improve operations by analyzing data, reviewing case work, interviewing staff, and observing workflows.

• Independently d evelops and Leads performance improvement implementations to solve complex business problems, drive down expenses and reduce risk .

• Documents processes and process flows. Drives the development and enhancement of reporting metrics.

• Partners with internal teams and external partners to define implementation requirements and timelines. Ensures operational readiness for all implementations, technology, and process changes.

• Assess root causes and solutions for issues that arise.

Qualifications You'll Need
Minimum Requirements

• Bachelors Business Administration and Management, Engineering, Social Sciences, or related.

• 4+ years Customer service or Financial Services Operations

In Lieu of Education Experience

• 6+ years Customer service or Financial Services Operations

Preferred Requirements

• Masters Business Administration and Management, Engineering, Arts, Social Sciences, or related.

• 4+ years Applicable line of business - Operations, Project Management, Credit Bureau Disputes

• Lean Six Sigma

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.

• No required movement about the work environment to complete the major responsibilities of the job.

• No

• Primarily performed indoors in an office setting.

• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

• Ability to communicate verbally. Ability to communicate in written form.

• Travel Requirements - No

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

Application Deadline:

The application window for this position is anticipated to close on May-14-2025. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $77,500.00 to $131,500.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• Short and Long Term Disability, Life, and Accidental Death & Dismemberment insurances

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com .

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work.To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email [e-mail] .Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.

At Discover, we are committed to creating an inclusive and equitable workplace through our Fair Chance Hiring practices. Fair Chance Hiring means that we base our hiring decisions on an applicant’s qualifications rather than their criminal record. All our positions are subject to Section 19 of the Federal Deposit Insurance Act. Our applicants go through a background check, and we follow all applicable local laws, including the Los Angeles County Fair Chance Hiring Ordinance (LA County Fair Chance ).

Positions marked as remote eligible are limited to remote locations within the country in which the position is based.

Applicants must be 18 or older at the time of hire.

Here are some commonly asked questions. For more information, visit our full FAQs page

Learning & Development

Never get tired of learning

Mentors, a Tech Academy, Shine Brighter U: there are all sorts of ways to develop as part of our team. We hope they inspire you to grow. After all, brighter futures are what we’re all about.

Hear about life in Customer Service from our team

What benefit have you found most useful and what have you done with it?

The benefits that I find here at Discover that are most beneficial to me was …

Camilya

How would you describe Discover to someone who’s never worked here?

So working for Discover, specifically applying to the New Castle, Delaware …

Jessica

Billing Dispute Escalation and Department Mentor and Subject Matter Expert

What have you learned here at Discover?

So the one thing that I have learned being here at Discover is, Discover …

Nana

Supervisor Customer Experience Analyst

Application Process

A step-by-step guide to kicking off a career with us.

01

Step one

02

Step two

Play our Pymetrics mini-games

03

Step three

Join us for an interview

04

Step four

Receive your offer (subject to screening)

05

Step five

Enjoy our on-boarding experience

• 01/02

Apply Now

Seen it, like it, want it? Start your job application.

Process Owner- Credit Card FCRA Disputes

REMOTE ELIGIBLE
IN-OFFICE: RIVERWOODS, ILLINOIS

REMOTE ELIGIBLE
IN-OFFICE: RIVERWOODS, ILLINOIS