Process Owner- Credit Card FCRA Disputes

Discover Financial Services, Inc.; Illinois; Hybrid; USD 67,000 - 113,000; Full time

Job summary

Join a forward-thinking company where you'll engage in meaningful work from day one. As a Process Owner for Credit Card FCRA Disputes, you'll leverage your expertise to enhance customer experiences and ensure compliance with regulations. This role offers the opportunity to work collaboratively with diverse teams to implement effective processes that address complex business challenges. With a commitment to personal and professional growth, you will play a vital role in shaping the future of digital banking and payments. Embrace the chance to make a difference and thrive in a dynamic environment that values your unique contributions.

Benefits

Paid Parental Leave

Paid Time Off

401(k) Plan

Medical, Dental, Vision Insurance

Short and Long Term Disability

Life Insurance

Recognition Program

Education Assistance

Commuter Benefits

Employee Stock Purchase Plan

Qualifications

• 2+ years in Customer Service or Financial Services Operations required.
• Experience in Project Management or Credit Bureau Disputes preferred.

Responsibilities

• Analyze business data to solve complex credit card dispute problems.
• Manage risk and customer-impacting issues effectively.

Skills

Customer Service

Financial Services Operations

Project Management

Credit Bureau Disputes

Six Sigma

Education

Bachelor's in Business Administration

Social Sciences

Job description

Process Owner- Credit Card FCRA Disputes

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.

What You'll Do

Responsible for conducting analysis and evaluation of business data to identify solutions to moderate complex business problems for credit card dispute processes . Ensures operational processes are integrated effective and comply with state and federal regulations across the organization. Works with business partners to implement new and enhance existing processes that measurably improve the customer experience and reduce risk .

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

How You'll Do It

Serves as Subject Matter Expert for indirect/direct credit bureau dispute and support processes.

Works with HQ and Field teams to build risk adverse and operationally effective processes.

Monitors success of implemented programs and suggest improvements.

Creates and maintains project documentation. Creates and monitors progress, controls, and/or productivity reports.

Designs business requirements and success criteria to agile teams for technical improvementsCompletes pre and post install assessments to ensure projects were implemented on time, and meet business requirements.

Works directly with the operational readiness team to develop and plan training events, ensures updates for new or changed processes are fittedinto New Hire Training.

Provides updates to Sr. management including status reports.

Qualifications You'll Need
Minimum Requirements

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

2+ years Customer service or Financial Services Operations

In Lieu of Education Experience

4+ years Customer service or Financial Services Operations

Preferred Requirements

2+ years Applicable line of business, Operations, Project Management, Credit Bureau Disputes, or related experience.

Lead 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 conducting analysis and evaluation of business data to identify solutions to moderate complex business problems for credit card dispute processes . Ensures operational processes are integrated effective and comply with state and federal regulations across the organization. Works with business partners to implement new and enhance existing processes that measurably improve the customer experience and reduce risk .

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

How You'll Do It

• Serves as Subject Matter Expert for indirect/direct credit bureau dispute and support processes.

• Works with HQ and Field teams to build risk adverse and operationally effective processes.

• Monitors success of implemented programs and suggest improvements.

• Point of contact for process and procedures changes and issue management.

• Creates and maintains project documentation. Creates and monitors progress, controls, and/or productivity reports.

• Designs business requirements and success criteria to agile teams for technical improvementsCompletes pre and post install assessments to ensure projects were implemented on time, and meet business requirements.

Works directly with the operational readiness team to develop and plan training events, ensures updates for new or changed processes are fittedinto New Hire Training.

• Provides updates to Sr. management including status reports.

Qualifications You'll Need
Minimum Requirements

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

• 2+ years Customer service or Financial Services Operations

In Lieu of Education Experience

• 4+ years Customer service or Financial Services Operations

Preferred Requirements

• 2+ years Applicable line of business, Operations, Project Management, Credit Bureau Disputes, or related experience.

• Lead 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 $67,000.00 to $113,000.00. 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

We hire employees for our community-based customer care centers, who are required to work on-site for their first six months. After six months of employment, we then provide the option to transition to a hybrid or fully remote work model.

Our community-based customer care centers are located in Chicago, Illinois (Chatham) and Columbus, OH (Whitehall).

We hire many employees in the following states as fully remote:

• Arizona
• Delaware (including the surrounding states of MD, NJ, PA)
• Ohio
• Utah

This excludes any role that is hired in our community-based customer care centers located in Chicago, Illinois (Chatham) or Columbus, OH (Whitehall).

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?

What's my favorite benefit working at Discover? I would say it's the tuition free education assistance. You mean Discover is gonna pay me to go to school and take classes that I would have taken anyway? Yes, you heard it, you guessed it correctly. Discover is all about giving you those benefits so you can grow both personally and professionally. It's done amazing things for me, and I encourage everyone that works here and everyone coming aboard, which might be you, to look into it.

00:00

What's my favorite benefit working at Discover? I would say it's the tuition …

D

Darrel

What interview advice would you give to prepare for this role?

I always suggest to my candidates that they do research on Discover before their interview. That way, they know who we are and why they wanna work here, so they can show that passion to the recruiter when they are interviewing with them. The other advice I would give is to really take some time to think through your experience, your customer interactions, your peer-to-peer interactions, and your manager interactions that you've had. That way, when we ask you some questions about your past experience, you have examples that are fresh in your mind that you can relate to, and that's really gonna help your confidence in the interview process.

00:00

I always suggest to my candidates that they do research on Discover before …

Samantha

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

So working for Discover, specifically applying to the New Castle, Delaware location you know, are normally being hired and onboarded as customer service and what that can look like is certainly assisting customers with their various inquiries. There are different ways to assist people, like via chat or like me on the phone. So you would be expecting to you know, sit at your desk with your handy-dandy headset and work like this. I really do enjoy getting to talk to people and help people with their card and their inquiry. You know, they are looking for you to that help and that is a lot of fun. It's rewarding. And on top of that you know, there's a lot of team building, challenges, new skills and opportunities that you're gonna be given the opportunity to participate in. It's not all work. There is a lot of fun and a lot of other opportunities that you wouldn't expect.

00:00

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

Jessica

Billing Dispute Escalation and Department Mentor and Subject Matter Expert

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
• 02/02

Apply Now

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Process Owner- Credit Card FCRA Disputes

REMOTE ELIGIBLE
IN-OFFICE: RIVERWOODS, ILLINOIS

REMOTE ELIGIBLE
IN-OFFICE: RIVERWOODS, ILLINOIS