Principal Complaint Management (Payments)

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 managing Policy/Procedure and Complaint Management teams. Ensures that complaint analysis is completed within agreed-upon time frames and that trend analysis and mitigation activities are continually refined and acted upon. Responsible for ensuring that escalated inquiries are handled quickly, appropriately and adhere to guidelines. Maintains consistent contact with business strategy managers, law, compliance, and senior management to report complaint trends and to strategize changes to policy/procedures. Responsible for coordinating relevant monitoring and testing with the different lines of business and ensures their effectiveness.
• Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

How You'll Do It

• Manages complaints analysis and reporting by leveraging a variety of analytical tools (e.g., Tableau, text mining, speech analytics, MS Office) to gather, manage and analyze data to generate insights on complaints and validate opportunities to ensure the appropriate information is presented, formatted and escalated throughout the different levels of the organization.
• Develops strategy for the research and analysis of high level complaint data and trends to identify opportunities for improvements in processes (related to policy, customer experience, operational risk or efficiency).
• Manages the development and maintenance of policy and procedure documentation, ensuring adherence to Archer deadlines and accuracy of documentation.
• Partners with key stakeholders within the business to proactively identify potential improvements and additional reporting and analysis to support the overall Complaint Management process.
• Monitors and drives improvement activities related to identified trends and escalations

Qualifications You'll Need
The Basics

• Bachelors Degree in Business Administration and Management or related
• 8+ years experience in Risk Management, Complaint Analysis, Business Analysis, Business Administration and Management, or related
• 2+ years of Risk, legal or regulatory experience

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.
• Primarily performed indoors in an office setting
• Ability to communicate verbally.; Ability to communicate in written form.

Bonus Points If You Have

• 2+ years of Project management, Financial Analyst or equivalent
• 2+ years in Payments, financial services, or related

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.
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Application Deadline:
The application window for this position is anticipated to close on Nov-19-2024. 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 $88,500.00 to $149,300.00. 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 & Pay Transparency Nondiscrimination Provision)
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 [email protected] . Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.