Senior Production Support Specialist

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:

Responsible for coordinating multiple levels of priority tickets with an end-to-end perspective. Coordinates across business partner and technology work-streams to disposition, research, solution, and close incidents and provide support to continually evolve the Payments platform. Supports performance management of existing business processes within Customer Service and Engagement with respect to operational efficiency, service delivery, customer experience, and compliance. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

How You’ll Do It

• Partners with cross functional teams to resolve open Incidents end-to-end (including ticket assignment, research, and issue resolution, coordinate testing and validation).

• Manages open issues / incidents impacting Customers, timely escalation of all issues that are deteriorating experience, and drive resolution of issues.

• Assists with Production Support function including the in-take and de-duplication process for support of production related issues and items

• Collaborates with key partners (including but not limited to) – BT, Client Facing Teams to ensure timely response for tickets and validation of ticket closure.

• Reviews and analyzes data, identifies trends and reports back to cross functional teams. Reports and presents issues, updates, and resolution to senior management.

• Manages to SLAs for ticket resolution by level of severity.

• Monitors performance of existing business processes with respect to operational efficiency, customer experience, service delivery, and compliance.

• Prepares and maintains operational policy and procedure documents to achieve consistent service delivery and execution.

• Supports the delivery of strategic projects and initiatives.

• Provides support to business process representation for all Compliance or Internal Audit reviews as well as external inquiries.

Qualifications You’ll Need

The Basics

• Bachelor's degree in Business, Information Technology, Mathematics, Statistics, Analytics or related quantitative field

• In lieu of a degree, 2+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution, or related experience

Bonus Points If You Have

• 2+ years of experience in Customer Service, Financial Services, Operations Strategy/Execution, or related experience

Compensation:

The base pay for this position generally ranges between $63,500.00 to $107,100.00. 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

• STD, Life, LTD and AD&D

• 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 committed to a diverse and inclusive workplace. 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)