Principal Associate Phone Business Servicing Operations

Discover Financial
Richmond, Plano
Workplace: HybridFull timeUSD 98,900 - 112,900 annuallyFunction: Solutions Engineering & Sales EngineeringEducation: high_schoolSkills: ["Interpersonal skills","Relationship building","Analytical thinking","Leadership","Coaching"]

Lead day-to-day call center operations for the Commercial Card Servicing team, managing a team of customer service representatives and leaders. Own KPI performance for call volume, handle time, customer satisfaction, and first-contact resolution, while handling escalated issues and driving proactive process improvements. Develop training programs, coach performance, and partner cross-functionally to align customer experience with business objectives.

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Discover Financial
Discover Financial
5 days ago

Principal Associate Phone Business Servicing Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Lead day-to-day call center operations for the Commercial Card Servicing team, managing a team of customer service representatives and leaders. Own KPI performance for call volume, handle time, customer satisfaction, and first-contact resolution, while handling escalated issues and driving proactive process improvements. Develop training programs, coach performance, and partner cross-functionally to align customer experience with business objectives.
Location: Richmond, Plano
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Oversee day-to-day call center operations and lead leaders and customer service representatives to deliver high-quality support.
  • •Manage and develop a team of ~25 representatives and 2+ leaders, including hiring, training, coaching, and performance evaluations.
  • •Monitor and improve KPIs including call volume, average handle time, customer satisfaction, and first contact resolution.
  • •Resolve escalated customer complaints and complex issues while coordinating with other departments to ensure customer satisfaction.
  • •Develop strategic plans and analyze customer feedback data to identify trends, drive continuous improvement, and optimize costs.

Pay and Benefits

Salary: USD 98,900 - 112,900 annually

Key Requirements

  • •High School Diploma, GED or equivalent certification.
  • •At least 3 years of experience in People Management.
  • •At least 3 years of call center experience.
  • •Preferred: 3+ years of Process Management experience.
  • •Preferred: 2+ years supporting card products and services.
Experience:Call center
Education:High School
Skills:Interpersonal skillsRelationship buildingAnalytical thinkingLeadershipCoaching

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn