Lead Issue Management Specialist

Job Description

We are looking for a Lead Issue Management Specialist to join Discover Financial Services. In this role, you will be responsible for managing the life cycle of assigned Consumer Banking Problems, identifying root causes, minimizing future impacts, and working closely with various teams to resolve issues efficiently. Your contributions will play a vital role in ensuring quality service delivery and customer satisfaction.

Responsibilities

• Manage the life cycle of assigned incidents/issues, perform root cause analysis, and coordinate actions for resolution.
• Work with business partners to meet service level agreements and ensure timely issue resolution.
• Maintain problem inventory and update progress in ServiceNow, ensuring documentation quality.
• Identify process improvements and propose changes for better issue management.
• Mentor Service Support Specialists if assigned to a Line of Business (LOB).

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, or 6+ years of experience in lieu of a degree.

Preferred Qualifications

• Bachelor's degree in business, IT, Mathematics, Statistics, or Analytics.
• 1+ years of People Management or related experience.

Benefits

• Paid parental leave.
• Paid time off.
• 401(k) Plan.
• Medical, Dental, Vision, & Health Savings Account.
• STD, Life, LTD, and AD&D.
• Recognition Program.
• Education Assistance.
• Commuter Benefits.
• Family Support Programs.
• Employee Stock Purchase Plan.