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Senior Production Support Specialist

at Discover Bank in New Castle, Delaware, United States

Job Description

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
Responsibilities
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.

Minimum Qualifications
At a minimum, here's what we need from you:
Bachelor's Degree in Business, Information Technology, Mathematics, statistics and/or Analytics
In lieu of a degree, 2+ years of experience in customer service, financial services, operations strategy/execution, or related field

Preferred Qualifications
If we had our say, we'd also look for:
2+ years of experience in customer service, financial services, operations strategy/execution, or related field

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What are you waiting for? Apply today!

All Discover employees place our customers at the very the 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.

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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Job Posting: 1078463

Posted On: Nov 25, 2022

Updated On: Dec 25, 2022

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