Lead Issue Management Specialist

Discover Financial Services

Riverwoods, IL

Lead Issue Management Specialist Location Riverwoods, IL : 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. : Responsible for managing the life cycle of assigned business unit incidents and issues. The primary objectives are to identify the root cause and Impact from issues, minimize the future impact from issues, and document the actions taken to resolve the problem. They perform this work in partnership with the BT, Business, Business Risk, Legal and Compliance teams by assigning Tasks/Action Items and follow them to completion. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. Responsibilities Responsible for managing the life cycle and coordination of actions to resolve issues for all assigned incidents/ issues. Performs/effectively challenges root cause analysis, identify and coordinate actions to fix the issues and appropriate controls/preventative measures are implemented. Manages the service level agreements and works with business partners to resolve or escalate issues appropriately for timely resolution. Maintains inventory of issues/ incidents and their current progress and status in system of record. Works with business partners to ensure quality of documentation to meet established standards. Identify and propose process improvements, including any workflow interface changes, when managing lifecycle of issues/ incidents. Mentor Service Support Specialists assigned to LOB if assigned. Minimum Qualifications At a minimum, here's what we need from you: Associate degree in business, IT, or related quantitative field 4+ years Consumer Banking Call Center Operations, Project management or Operations, or related experience. In lieu of a degree, 6+ years of experience in Consumer Banking Call Center Operations, Project Management, Operations, or related field Preferred Qualifications If we had our say, we'd also look for: Bachelor's degree in business, IT, or related quantitative field 1+ years People Management, or related experience Compensation: The base pay for this position generally ranges between $74,000.00 to $124,800.00. 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)

Posted 2025-11-04

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