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
Class Start Date: August 2021
Shift Requirements: Shift Start Times between 8:00am – 3:30pm, M-F w/weekends

• Shifts are listed as Eastern Time*

Starting Wage: $17/hr up to $20.40/hr with shift differential

Full Time Benefits
Our comprehensive benefits package starts day one and features insurance, financial planning support and excellent perks designed to help you reach your goals and live a rich, healthy life. These include:

Paid time off (at minimum, 20 personal days + 7 holidays per year)

Medical/Dental/Vision/Life Insurance

Tuition Reimbursement for eligible US based employees

401K with company match and fixed contribution

Employee Stock Purchase Plan

Full service cafeteria featuring Starbucks and subsidized Mindful options

Access to fitness center

Opportunities to volunteer in the community

Development groups and training

On-site Health Clinics

Onsite Employee Assistance Program Counselors

Discover Care@Work Family Assistance Program (Discounted childcare at participating centers, free care.com membership, and subsidized Backup Care Services)

Perks at Work (access discounts from over 30,000 merchants, earning WOWPoints while you shop)

What You’ll Do

Resolves complex cardmember inquiries regarding a fraud or security related concern. Some examples include: verifying flagged transactions, caller authentication, reporting an account as fraud, etc.

Takes incoming calls and referrals from other departments, and may make outbound calls at times.

Performs research on customer fraud claims to validate claims, including applicable questioning to determine correct fraud type, which has downstream implications to Chex/EWS reporting and decisions on remaining balance.

Performs in depth account review and probes for facts.

Searches and identifies best solution for customer.

Partner s with customer to determine whether to status fraud or non-fraud .

Utilizes excellence customer service skills on all inbound calls received.
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How You’ll Do It

Answers inbound customer calls reporting fraud which can include identity theft, blocked debit cards & Zelle, frozen accounts, check holds, document review and updates. Completes necessary fraud verification, including caller authentication, transaction verification, etc. utilizing excellent customer service skills. In specifically assigned roles also responsible for handling Spanish calls and translation calls for investigations

Collects necessary information and completes a fraud report when the customer confirms unauthorized account activity. Determines fraud type based on conversation with account holder and in certain instances fraud claim liability.

Ensures proper follow-up or escalation of account based on call outcome.

Makes outbound calls to verify account activity with the customer.

Documents all investigative activities.

On specific teams, provides overflow support for pre-booking department application review calls.

Qualifications You’ll Need
The Basics

Strong verbal communication and problem-solving skills

Ability to multi-task, as needed, to get the job done

Bonus Points I f You Have

High school diploma or GED

1+ years of experience in f raud, c ustomer s ervice, or related

A quiet workspace (no background noises that can hinder customer interactions)

Internet service with a minimum speed of 5mbps

Personal smartphone or a tablet

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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.