Lead Collections Specialist

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:

This position is based in our Whitehall customer care center and is considered an on-site
position.

We know you’re going to love it here! Discover has an outstanding culture, and the employee experience is fantastic!

Our next classes start in June of 2025.


We are currently hiring for the following schedule:

• 8:00 AM - 3:30 PM EST (Ohio)

Note: Shifts are Monday - Friday with weekends as assigned.

What You'll Do

• Under general direction, responsible for servicing delinquent credit card accounts through varying contact channels (outbound, inbound, and digital messaging).
• Minimizes losses to the company by assessing each customer situation to provide relevant payment options while strengthening the relationship with our customers.
• Utilizes professional and influential communications to keep the goodwill of customers while securing payments.
• Uses multi-tasking skills to handle back-to-back calls in a fast-paced call center environment.
• Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

How You'll Do It

• Reviews past due accounts and calls customer to arrange an acceptable payment program for accounts from which sufficient funds cannot be collected.
• Builds rapport with the cardmembers and works with customers to secure repayment on delinquent accounts.
• Ensures compliance with company policies and procedures.
• Handles difficult collection calls as determined by center management.

Qualifications You'll Need

The Basics

• H.S. Diploma or GED
• 2+ years Collections Experience
• 2+ years Advanced-level experience in customer service, detail orientation, professionalism, verbal communication, collections, negotiation, compliance, and system/computer fluency
• 1+ years Working-level experience in listening skills

Physical and Cognitive Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
• Ability to communicate verbally.
• Ability to communicate in written form.        

This position also requires completion of a series of activities designed to evaluate specific skills, knowledge, and qualifications related to this position.

Bonus Points If You Have

• 3+ years Collections Experience
• 2+ years Advanced-level experience in problem solving and influencing
• 1+ years Working-level experience in decision making

#INDDFS

#ZRDFS

A credit screening may be required for some roles within Discover Home Lending.

Application Deadline:

The application window for this position is anticipated to close on May-02-2025. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $23.25 to $30.50. 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

• Short and Long Term Disability, Life, and Accidental Death & Dismemberment insurances

• 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 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)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email [email protected]. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.

At Discover, we are committed to creating an inclusive and equitable workplace through our Fair Chance Hiring practices. Fair Chance Hiring means that we base our hiring decisions on an applicant’s qualifications rather than their criminal record. All our positions are subject to Section 19 of the Federal Deposit Insurance Act. Our applicants go through a background check, and we follow all applicable local laws, including the Los Angeles County Fair Chance Hiring Ordinance (LA County Fair Chance).

Positions marked as remote eligible are limited to remote locations within the country in which the position is based.

Applicants must be 18 or older at the time of hire.