About Company
At Discover Financial Services, we’re more than just a credit card company; we’re a leading direct banking and payment services company with one of the most recognized brands in U.S. financial services. Our mission is to help people spend smarter, manage debt better, and save more so they can achieve their financial goals. We’re committed to investing in our people, products, and communities. With a culture rooted in innovation, inclusion, and customer focus, we empower our employees to grow their careers and make a real impact. We believe in doing the right thing for our customers, our employees, and our communities, fostering an environment where curiosity is encouraged, and contributions are valued. Join a team where you can truly discover your potential and help millions of customers along the way.
Job Description
Are you a problem-solver with a passion for delivering exceptional service from the comfort of your home office? Discover Financial Services is seeking a dedicated and empathetic Customer Experience Executive for Remote Support based in Peoria, Arizona. In this pivotal role, you will be the first point of contact for our valued card members, providing expert assistance, resolving complex inquiries, and ensuring every interaction reinforces our commitment to outstanding customer satisfaction. This isn’t just about answering questions; it’s about building trust, understanding unique situations, and offering tailored solutions that genuinely make a difference in our customers’ financial lives. You will navigate a variety of scenarios, from account inquiries and transaction disputes to payment processing and product information, all while utilizing your communication prowess and critical thinking skills. We are looking for individuals who thrive in a remote setting, possess a strong work ethic, and are dedicated to maintaining the high standards of a leading financial services institution. If you’re ready to embark on a rewarding career where your impact is recognized and your growth is supported, we encourage you to apply. This role offers comprehensive training, ongoing development opportunities, and the chance to be part of a dynamic, remote-first team.
Key Responsibilities
- Manage a high volume of inbound customer inquiries via phone, email, and chat, providing timely and accurate solutions.
- Act as a primary point of contact for card members, offering professional and empathetic support on a wide range of financial products and services.
- Diagnose and resolve complex customer issues, leveraging internal tools and resources to ensure first-contact resolution whenever possible.
- Educate customers on Discover's products, services, and digital tools, promoting self-service options where appropriate.
- Maintain meticulous records of customer interactions and transactions, ensuring data accuracy and compliance with regulatory standards.
- Collaborate with internal teams to escalate and resolve issues that require specialized attention, advocating for the customer's best interest.
- Contribute to a positive team environment, sharing best practices and actively participating in ongoing training and development programs.
Required Skills
- Minimum 3 years of experience in a customer service or call center environment.
- Exceptional verbal and written communication skills with a clear, professional, and empathetic tone.
- Proven ability to actively listen, de-escalate situations, and provide effective solutions under pressure.
- Strong computer proficiency, including experience with CRM software and navigating multiple applications simultaneously.
- High-speed internet connection and a dedicated, distraction-free home workspace.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in Business, Finance, or a related field.
- Prior experience in the financial services industry, particularly with credit cards or banking.
- Familiarity with Discover's products and services.
- Experience working in a remote customer support role.
Perks & Benefits
- Competitive hourly wage with performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Tuition reimbursement program for continued education.
- Employee assistance program and wellness initiatives.
- Extensive virtual training and ongoing professional development opportunities.
- Employee discount programs and financial wellness resources.
How to Apply
To seize this exciting opportunity and join our remote team, please click the application link below to submit your resume and cover letter. We look forward to reviewing your application!