Customer Impact Response Analyst - Riverwoods - job 746957

Discover Financial Services

Date: 05/05/2021

City: Riverwoods, Illinois

Employment type: Full-time

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

Works with multiple teams as well as act as an individual contributor to provide timely and quality responses to impacted customers on complex student loan issues. Evaluates the implications of issues having customer impact. Manages draft documentation and assists in the implementation of customer response activities.


  • Facilitates remediation activities for systematic and/or human error issues that have direct customer impact. Analyzes customer data, understands system functionality, and remedies customer impact.

  • Collaborates with team members across corporate functions, such as Strategy, Technology, Marketing, Legal, Compliance, and Risk to lead and manage customer-impact response activities. Plans, scopes, and oversees progress/status reporting, quality assurance, troubleshooting, communication, and implementation.

Minimum Qualifications

At a minimum, here's what we need from you:

  • Bachelor's Degree in Business, Arts and Sciences, or related field

  • 4+ years of experience In Project Management, Cross-Functional Management, Nontechnology Project Delivery, or related field

  • 2+ years of experience in applicable line of business (Deposits, Personal Loans, Student Loans), or related field

  • In lieu of a degree, 6+ years of experience in Customer Service, Project Management, Financial Services Operations, or related field

Preferred Qualifications

If we had our say, we'd also look for:

  • Strong MS Excel skills using functions such as pivot tables and complex formulas

What are you waiting for? Apply today!

The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.

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