Lead Issue Management Specialist

Job Description

We are looking for a Lead Issue Management Specialist to join Discover Financial Services, a global leader in digital banking and payments. In this role, you will be responsible for managing the life cycle of assigned consumer banking problems, working closely with various teams to identify root causes, minimize future impacts, and document resolutions. Additionally, you will actively manage and escalate risks and customer-impacting issues to ensure timely resolution and compliance.

Responsibilities

• Manage the life cycle and coordination of actions to resolve assigned incidents/issues.
• Ensure root cause analysis, coordinate actions to fix issues, and implement preventative measures.
• Work with business partners to maintain service level agreements and resolve/escalate issues.
• Maintain problem inventory and documentation quality in ServiceNow.
• Identify and propose process improvements and mentor support specialists if assigned.

Minimum Qualifications

• Associate degree in business, IT, Mathematics, Statistics, or Analytics.
• 4+ years of experience in consumer banking call center operations, project management, or related fields.
• In lieu of a degree, 6+ years of relevant experience.

Preferred Qualifications

• Bachelor's degree in business, IT, Mathematics, Statistics, or Analytics (preferred).
• 1+ years of people management or related experience.

Application Deadline: Mar-09-2024
Compensation: Base pay $75,500.00 to $127,900.00 plus additional incentives
Benefits: Paid parental leave, 401(k) plan, medical/dental/vision insurance, and more
Learn more about our benefits

If you are passionate about problem resolution, risk management, and compliance, apply now for this exciting opportunity at Discover Financial Services!