application developer

customer service representative

data scientist

account manager

software engineer

Discover Financial Services

Working as an account manager in the fraud department at Discover (“charge verification group” as they call it) was a nightmare. First off, pay was lower than the competition, and while benefits were decent (pto, health insurance and 401K), at the end of the day, you weren’t paid enough to rise above the poverty line. Nepotism and cronyism are rampant and you’ll often see new hires that “mysteriously” breeze through the promotion process by quickly and undeservedly moving up without having actually achieved anything (other than being well-connected). 

At Discover, toeing the line and being a yes-man is valued and rewarded over being an independent thinker and over coming up with innovative ways of doing things and improving the company. Daring to rock the boat there by trying to offer useful ideas, means you’re guaranteed to either get fired or that you’ll be stuck in the same position for years with no  chance of advancement. As an account manager in the fraud department, you’re always made to feel you’re not good enough, you’re not meeting enough stats, and your coworkers are always better and more productive than you. This cruel, counterproductive psychological game of “you’re not good enough for us” is callously played by management so coworkers are constantly pitted against each other in order to squeeze every ounce of productivity out of them, and you, the little guy at the bottom of the pecking order, get little or nothing in return. Thus, the rat race, with you, the little rodent endlessly running around on the company’s hamster wheel, is perpetrated and reinforced.

While incentives are theoretically available, they’re nearly impossible to achieve as you’ll have to meet all your stats (imatter score, utilization, schedule adherence, and average handle time). Speaking of stats, this is the one aspect of the job that is an absolute killer. Stats basically make your job virtually impossible to do in the way Discover expects you to. A few examples? Calls can’t be too long, the expectation being 3-4 minutes for non-fraud calls (just verifying charges or verifying other information), and 5-6 minutes for fraud calls (closing accounts for fraud). This is unreasonable because every call is different and often it takes longer to cover everything that’s necessary on a call in order to do a thorough job. If you take too long to notate an account, you get penalized (or you get “defects” for not notating—or not notating well enough), your “utilization” (how much you’re off the phone or unavailable to take calls) will suffer and you’ll be put on corrective action. You take too long on a call? Your average handle time goes up and your stats suffer: you get a lovely, threatening little talk from your not-too-friendly team leader, and, yes, you guessed right, your stats suffer and you’re in trouble. You’ve got to run to the bathroom because mother nature knows no work schedule, but you do so when you’re supposed to be on the phone, and outside of your scheduled breaks or lunch? Your schedule adherence is penalized and, surprise surprise, you’re in trouble. Again. You get the picture. 

Basically, you get penalized for doing your job well and thoroughly at Discover. No wonder callers are dissatisfied with the service they receive: management has made it impossible for agents to properly take care of the customer (who, let’s not forget it, are the ones who keep the company in business) by forcing them to jump through all these hoops in order to meet stats and keep their job. The end result? Chronically and hopelessly stressed agents who are forced to cut corners in all kinds of ways in order to “service” calls the way Discover expects them to. Thus, agents don’t really listen to customers, don’t really take care of their needs, and don’t really notate accounts to reflect what’s happening, and thus fail to prevent future fraud. Customers get understandably upset by being rushed off the phone and by not having their needs met, since agents have no choice but to just cater to the company’s needs and expectations, if they want to keep their job. 

Speaking of management and team leaders, basically they’re there to meet stats and numbers and they couldn’t care less about you and your needs. You’re their pal and useful only as long as you’re meeting all the stats and make them look good with upper management. As soon as you drop the ball, the threats and unpleasant “coachings” start. Some of the team leaders are competent enough and actually worked their way up to get to where they are, thus deserving respect. Others, on the other hand, came from other companies, don’t know what they’re talking about and can’t even speak/write English properly. And yet they are given the power to boss you around and put all kinds of expectations and demands on you, when they never had to meet those standards themselves: this is called hypocrisy and a double standard. 

Turnover is unsurprisingly high in this department, with agents leaving as soon as they’re out of training after they figure out what’s really going on, moving to other departments as quickly as possible, or simply getting fired (in the majority of cases). The much flaunted Discover value of “doing the right thing” is just an empty slogan and a joke: you’re penalized for giving too much information to customers and you can’t really be open and honest with them. For instance, you can’t tell customers their card has fraud because they swiped their card at a gas station where somebody put in a skimming device and thus stole their card number, lest the customer be scared or hesitant to use his/her card in the future. You have to be vague and hide behind fabricated, useless generalities that purposely keep customers clueless and spending blindly. Sorry, but telling people ad nauseam that “Discover doesn’t hold you responsible for fraud” is nice, but does absolutely nothing to prevent fraud and increase customers’ awareness of exactly what exposes them to card fraud. 

My advice to whoever is considering applying for this position, is to look elsewhere and avoid Discover like the plague, unless you enjoy lying to customers all day, being made to feel small and inadequate, being constantly stressed and threatened by bullies masqueraded as team leaders, and hating your job and your life as a result. This job, on the other hand, is highly recommended to yes-men, mediocre, ignorant, unintelligent people who enjoy being told what to do all day and who use connections and the “buddy system” in order to move up, while keeping the status quo and doing nothing to help customers.

Discover Financial Services used to be a great place to work. I used to love coming into work. Many of the employees would work hard and still find time to socialize with each other. We had many contests and free food. It was kind of like a big family, but I guess when Discover wasn’t booking as many accounts as they wanted to, they decided to change up on their employees.

The biggest complaint was with quality. They kept changing the scripting and adding unnecessary things to ask the customers, making the calls longer. Plus, they were getting so knit picky and taking points off for every itty bitty “mistake” an analyst made. Because of the sudden change, I just knew they hired someone new for the quality team and after talking with some of the team leaders, I found out that was true.

They kept giving out surveys and asking us for our ideas and opinions. Many of us had a lot to say and brought it up… BUT NO CHANGE! Plus, they have a website that you can submit ideas to called Innovations, but you no longer get money for them, instead they make you wait four months for a response and the response is really short and generic. I have experienced this. Plus, others who I have spoken with said that they were lied to when they received a response for their innovation. Many said all they got was “it was already in the works” then not too long after they got their response, it was implemented. Another big complaint that was discussed amongst the employees was the lack of communication between the development specialists and team leaders and the constant desk changing. And again, the quality got more and more knit picky. They changed the scoring of the quality and lied and said it was so they wouldn’t be so “knit picky,” but actually, that’s wasn’t the case. It used to be for a compliance defect you would get a large amount of points taken off, but you could still pass, but now it’s just you receive no points at all and for when you forget to update something, you barely pass the quality check. It’s ridiculous. Plus, when we offer alternative offers, we are now required to rebuttal, no matter how angry the customer is. That was really irritating and senseless because it mad the customer even more mad because it’s like you’re begging him/her to take the offer and he/she goes into a rant.

The higher ups really have it good making all the decisions and have no idea what they are doing. They are making it like if we keep on kissing up to the customers, ask them all these questions and call them every day when we don’t get a response from them, we will book accounts but that’s not true. There are many employees there who provide excellent customer service and still get people not accepting our offers because we changed the offer when we pulled their credit files. What the problem is, is that many people want to do balance transfers for $10,000+ and we’re not giving it to them and then they get mad and do not want the card anymore. The higher ups do not listen to their employee’s ideas and keep on putting everything on us. It’s them who are creating “false advertisement” and not marketing to the right crowd; we just get the aftermath. If you are a higher up or have one of those positions that are hard to get at DFS, where you do not have to be on the phone, this is a wonderful and fun place to work, but if you are on the phones, especially in New Accounts it’s horrible.

By the way, DFS also has the “authority” to decide not to give an employee a raise if he/she has been there for a certain amount of years and, if you worked your way up to do work that is off the phone work, they can easily change your job and put you right back on the phones. This hasn’t happened to me, but I have seen it happen with other employees and they told me they were told that it wasn’t about them not doing their job incorrectly it was because of “business needs.” Wow, how sad is that? Not to mention all the unnecessary transferring to the wrong departments. Many of us do not agree with their acquisition method. It's so annoying to get a transfer call from a department that takes the application information and can't "go back" to put in a balance transfer or can't look at the credit file to see why the customer was not approved. What sense does the make? As a customer, you want to be off the phone as soon as possible and only speaking to one person. If you're taking the application information, you should be able to see the credit file and put in balance transfers at any time during that call and answer any questions that the customers have about the application process, not just transfer the call to someone else. My review is long enough and there are more problems that I’m not going to get into. I was so fed up with this place and didn’t trust the higher ups that I decided to leave.

I enjoyed working with Discover and was with them for two years. Due to a disability (which they were very flexible with previously) and very poor management, I lost my job and feel I am now unfairly barred from getting another job at the company. The convoluted process just to get my belongings back was very frustrating and inconvenient, not to mention having to wait at a gate on not being able to stop in as a normal visitor.

Working in other call centers, you realize that despite still requiring a lot of reform, Discover has made several steps to be better than other employers in creating a better working environment. I was always learning new things in my department, moving around with a few advancement opportunities that I felt were plentiful until my last position that was supposed to be a stepping stone for promotion but ended up being the position with less opportunities than any other position I had with the company previously.

Of course, the hard part of customer service is dealing with customers, especially in collections, where there were some unfair expectations that would literally always be firing employees because they weren't making as much as their peers even though payment was largely based on the luck of the draw of calls coming in. As good of a negotiator as you can be, if someone is unable to pay, they're unable to pay and having to go through required, redundant steps with those people feels like employees' time is being wasted and making a customer even more angry than the automated dialing system made them.

At the time of working with Discover, there was quite the lack of unity between parts of the company and stubborn people that either couldn't or didn't want to help unless they were required to by their managers. Otherwise, employees there are usually very friendly and the time you get to know each other as a team is truly treasured and gives you more of a sense of belonging. Managers are usually trying to do all that they can for their employees and inspire improvement; despite the one bad experience  there were many more that created a happier and more unified workforce.

The location of the center is not very close and you have to traverse a huge parking lot that sometimes there is not enough parking to be near your most convenient entrance. They have a cafeteria I remember very fondly with lots of choices for fresh food or pre-prepared ready to go foods, although they could always use more staffing, taking up half a lunch period just to pay for your meal at times. Employees seem to get a lot of free food as well, so that was always a positive. There were a lot of ups and downs but at least the pay and benefits were better compared to similar jobs. 

A couple quick things to note is that there wasn't very much flexibility with scheduling, locked to a version of one of the three shifts. Trades were infrequent and changed outside of trades only really happened on the lowest level with temporary employees. There was a health emergency that was potentially life threatening I had once. I got to our onsite EMT and found out even though they had training to check me out and could've figured I was just fine, they couldn't because of company policies unless I was basically already dying at their feet and had to wait for an EMT to come from offsite to take a look at me. Discover gives you a pretty nice period of training to get you ready for the job so I could actually feel prepared getting on the phones, as well.

I knew my job extremely well and had always received the highest rating on my yearly reviews.  After 25+ years, I learned multiple skills and was afforded the respect of my peers and all levels of management.  Discover as a whole, is a GREAT company to work for.  They have some of the best benefits that I've ever heard of and their PTO is very generous!  I can not say enough about how great of a company that Discover is.  Aside from the few bad apples, you won't want to leave if you get into the right area.  There are however, two areas that the company could use some work on.  1.  Higher pay for long term employees.  2. Although a college degree is a great asset, it shouldn't be the biggest requirement necessary for someone to move up in the company.  It actually says on their postings on Indeed, "A degree of any type".  There are people in Sr. Management that have Horticulture degrees and Fashion Design.  This is a financial company.   A person who wants to move up, has to either have a degree of some sort or agree to start school after you're promoted.

However, Discover does have a particular group of management that is among the worst I'd ever worked for in my years of service with the company.  The absolute worst.  There was absolutely NO respect between the management team and the non-exempts.  They made it very clear that they didn't want our opinions and that if we did happen to give them our opinion on a process or whatever, that they didn't care.  This group of management took over our team, a well established, long tenured group of employees, and began to break the spirit of each employee.  Every employee that reported to this team was mentally and verbally abused, whenever management felt like it, which was often.  They made it clear that there wasn't anything that we could do about it.  We all became afraid to speak up and became almost robot like at the end.  If the employees went to HR or used another reporting method, because of the unfair treatment or downright abuse that we received,  management denied everything, told their version and shrugged us off as disgruntled employees, because we hadn't chosen to work for this group.  We were pulled from another department to allegedly combine like functions.  There was NO winning with this group of management.  This group of management, from the team coach, all the way to the top Sr. Manager, was corrupt and only cared about what made them look good.  It was their way or the highway.  They made this point every chance they got.  Our entire team was full of very long tenured employees, ranging from 18-31 years of service.  They moved the team under this management in January and we all lost our jobs by November.  This is not how most managers treat their people.  This is also not how Discover would want to be represented.  Discover encourages the Open Door Policy, but be careful when you use it.  It could get used against you.  

Even stating the above, it still doesn't sour my opinion of Discover, as a whole.  It's just like the old saying goes...one bad apple...or in this case, five or six bad apples, etc.

Throughout my time at Discover, I have learned a good portion about credit that has proved to be beneficial for me in and out of work. You can tell the department I work in (credit operations) really cares about their employees and will often send little gifts/goodie bags to employees in the department which I appreciate. The PTO is quite generous and the pay is above what I could make doing the same job elsewhere. I also enjoy the work from home aspect and they have now given some employees the chance to work from home permanently. 

A typical day at work is clocking in and getting your screen ready for the day (pulling up the programs needed) Then answering inbound calls (sometimes making outbound) and adhering to your scheduled lunch/breaks. When following your schedule, you are contributing to "schedule adherence" which is a metric that is looked into. One of the cons I have found for this is that there is no flexibility when it comes to schedule adherence such as requesting to switch your lunch/breaks occasionally to best fit your schedule. In addition, they sometimes make it impossible to follow by putting you in "phone time" for only five-ten minutes. So you either have to gamble that you're going to get a really short call that doesn't run over or sit in "not ready" cutting into your adherence. It doesn't seem fair to me.

The hardest parts about working at this job are the customers and quality audits. I would say audits could use a lot of improvement. They don't seem conclusive and seem quite destructive to an employees workflow/esteem. I understand audits to make sure that we are legally complying but the audits where our "customer interactions" are being harshly critiqued seem extra and some of the comments are nitpicking. They look into calls too deeply and mark off "points" for insignificant things. It is also really difficult to get a supervisor/team lead when needed. I understand this is a struggle because of the work from home situation but I have to often tell already angry customers that someone will call them back which leads to even more angry customers/reviews. In addition, it seems there are sometimes communication gaps and I am occasionally never properly taught things that I should have known early on. 

There is room for sideways movement between inbound departments but I would really like to make it off the phones at some point. It seems there is a little struggle in finding advancement and ways to expand your career without staying in the same role just different departments. Overall, I can tell the department and CEO cares. My team leaders and coaches have been awesome and have made my job a lot more pleasant. It can be draining taking constant calls all day but when you have customers treating you a certain way, it is uplifting to have management care and be able to encourage you and help you brush it off.



Pros: 
-job security once you get into a roll. They really do not like firing individuals, even if they are bad performers. If you are not good at the job you do, they try to find a new position that is a better fit. Which makes this ideal for lifers. 
- They PTO days they give you to start off with is abundant (about four weeks) and it's easy to request the time you need. 
-Flexible with your schedule, if you have a pressing need. 
-Work at home is great! I was doing it pre-covid and is a great way to save gas and time. Discover makes it easy to w@h by providing all the hardware, training you on all the programs, and educating you on troubleshooting your computer. Very understanding when connection issues occur and imped work.
- People are great. Almost everyone is nice, respectful, encouraging,  helpful. They do expect you to maintain a certain level of professionalism so most interactions with agents, team leaders, department mangers, and directors are pleasant and productive. 
-They give trusted agents a lot of side projects and ways to grow your skill sets. 
- Offers coach training and financial literacy classes. Also tuition reimbursement is a must use benefit! (details:  they offer completely covered  100% online degrees (for business related bachelors, limited selection  & 50% tuition reimbursement, grade depending, for instate college/university, business related degrees.)
-They do employee appreciation and stat based prize give-aways pretty often. They do their best trying to entertain you and reward high performers. 
-They do have some  great managers. Many skilled, professional, and driven people are there to help develop and support your growth, to the best of their ability. 
Cons 
- Starting pay is high but raises are yearly and dependent on performance.  Almost every aspect of your job is recorded and audited frequently.  Being focused and diligent in all tasks, every day is necessary.  
-Job roll tasks and calls are repetitive. Joining committees, offering to mentor new hires, doing projects or getting crossed trained are ways to mix up the day Though, you have to be selected and opportunities are limited. 
-Promotions and positions in the back office are very limited and require you to "network".  Managers normally already have someone in mind when they put up a new posting. So being from the department if a huge advantage. Which can make it difficult to break into the management level. 
-The pay could be significantly better considering the workloads they have added on since Covid hit. Monetary compensation outside of base pay and shift differentials are rare in the company and difficult to achieve.  As an entry level agent, pay is not enough to support a family on your own. So great for college students looking to get some extra cash or retirees needing an extra source of income. Do not recommend as a career (unless you like challenge mode). 
-Could have better insurance pricing  and coverage for their employees. 


A typical day at work as an Account Manager involves a lot of phone time, back to back. You have two 15 minute breaks and one half hour lunch break. Other than those break times, you are taking incoming customer service calls. The facility is very nice. It includes a large cafeteria, plenty of vending machines, and an on-site gym. There are also many break rooms with TVs and couches to hang out in on down time.

I learned a lot about credit cards while working for Discover. Also, I learned more ways to be better at customer service! They really want their customers to be happy, so they focus a lot on making sure their employees understand the importance of the customer service side of call handling.

Management at Discover are some of the best leaders I have ever had the pleasure of working for! Throughout the training process, my trainer, as well as, my training Team Leader and Coaches, were all so welcoming and encouraging. They really want you to succeed. In training, you start off with an overload of information, but they do their best to implement games and other learning activities to keep you from feeling overwhelmed. When you leave training, and are placed with your permanent team (until you get another raise), you are more on your own, however, your new Team Leader and Coach are always there willing to help you in any way they can. They want you to be the best you can be, and are more than willing to hear your side of everything. (I love these people!) There are so many employees at Discover that it's hard to describe the co-worker environment, but I have met many wonderful people there of all ages and ethnicity. It is very diverse! 

The hardest part of the job, in my opinion, was taking so many phone calls a day. I have taken up to 250 calls in one day. It is usually all back to back and you don't have the option of waiting to pick up the phone. The next call is on the line as soon as your last call ends. You get graded on calls every week from two separate call listening groups. The first one is CELT who grades from 1-6, and the second one is Operational Risk who grades with a yes or no. Your success is solely relied on these two grades and those teams only pull one call a week, so if they pull the call you accidentally slipped up on, you are in bad shape! There is no room for mistakes. 

The most enjoyable part of the job has been the work environment. The people I work for and with are all so awesome. You can joke around, you can confide in them, you can be yourself 100% of the time. It's such an amazing experience to be a part of. Also, I could wear whatever I wanted because it's a call center and we don't see any customers!

I say, if you can handle taking so many customer service calls a day, all day long, then you should definitely be working for Discover!

A typical day at my job could be considered hectic in others eye's but I enjoy the challenge. My job duties include: 
Directly Manages a full team of 14 daily, and assist with managing department of 85.
Accurately and efficiently answers all questions from agents.
Coaches all agents on the team at least once per day to ensure call quality and motivates agents in achieving high performance.
Reviews all Quality Scored Calls/Secured Message Center/Click to Chat (5 each per agent) each month.
Reviews 5 random call listening to ensure call quality with each agent monthly.
Creates "Hot Quiz" for Department monthly to keep educated with policy and procedures to adhere to compliance. 
Switches call templates daily to ensure full productivity with agents.
Ensures agents track specific call types with technical issues.
Works closely with Department Manager to inform of Brand Promise and Service levels of calls. 
Analyzes call types daily to ensure efficiency with call routing. 
Single point of contact for all customer escalations. 
Works closely with Customer Experience Manager  and worked with her to provide feedback on website and IVR System.
Coaches agents to progress to a higher position. 
Creates strategies for agents that make giving outstanding customer service easier for them.
Reviews Secured Messages sent to customers. Experienced in editing and proofreading lengthy documents with focus on word definitions, spelling, sentence structure, syntax, and grammar.
Leads team meetings to inform of any recent changes, along with coaching the team on call quality.
Works closely with Work Force Management to make necessary changes in staffing based on call volume, productivity, and other anticipated events. 
Identifies any technical issues and actively reports to Lan (IT Help Desk) to ensure a quick fix.
Monitors team performance daily to ensure the department goals are met and supporting call quality.
Assists direct manager in writing monthlies as well as performance evaluations. 
Discover Financial Services is an excellent company to work for, that has a great environment that I will miss incredibly. The explanation of why I am wanting to resign from Discover has to do with gaining new opportunities in a different field, as well as higher pay.  The most challenging part of my job would have to be multi-tasking all job responsibilities. I have been working on delegating projects to others to ensure full focus on top priorities. 
My management staff is excellent. They are always willing to assist with developing me to be the best, and always put employees best interest first. I have learned a numerous amount of skills with this company that could be used any where I were to re-locate. My favorite part of my job is the recognition I get for exceeding the departmental goals.

I would rather light myself on fire than to ever work in collections again. Collections is a joke. They change the procedures literally every day. You are expected to remember all these "law and compliance" rules and they change them so often that nobody ever knows whats going on. Call quality fails your calls for things you didnt even know about. Then your manager would try to fight the failed calls for you but they were rarely overturned... The problem with failing call quality is it would affect your commission. I constantly felt defeated, and the coaches and managers would literally walk the call center floor shouting things into your head to do better, answer the call faster, remember this remember that, focus on this focus on that, so on top of people walking around like slave drivers screaming you had card members screaming too cause they were mad about being delinquent. It was awful. They have an onsite gym that costs 20 bucks a month to use and the hours of operation for the gym do not fit in with work schedules. The food in the cafeteria is WAY over priced. The only good thing about this place was making such good friends with co-workers and *some* managers. People who could relate to how awful it is to work there was nice. Nobody gets how bad collections is unless you work in it. They claim they have great benefits ummmm ya they are good but they cost a billion dollars, after taxes and insurance 3/4 of my check was gone. The only way to make money was to earn the commission but they made it near impossible to hit all the requirements to actually make a decent sized incentive check. The stress of this place is not worth any amount of money. And their scheduling system is ridiculous. When I got hired the HR recruiter said " We believe in work life balance so you make your own schedules." Well that all changed and now some lady in the "Back office" That you never meet or see makes the schedules and you just have to deal with it. Our dept was so understaffed they forced you to work either 6 days a week OR an extra hour EVERYDAY you were scheduled. For people who are single parents and full time students it was very stressful to get schedules aligned. One day your schedule would show a certain day off so you wouldnt go in on that day and then the following day management would be like "ohh ya we added a shift for you that day you should have been here" They just arbitrarily added a shift without asking/telling after you were already gone for the day and expected you to know you had a shift added. WORST EXPERIENCE EVER.

typical call center work, very repetitive pay is ok. You're forced to work 3 Saturdays out of the month when they make it seem like its 1 or 2 at hiring. management is non existent but you will speak to your coaches a lot because you will get a coaching if you even breathe on the phone in a way they don't like. You get given 90's computer equipment to work with but then its a issue when the system goes down/equipment stops working like you can control that. I still to this day don't know what my team leader does all day and ill assume its nothing only spoke to him the day I joined his team and never heard from him again. I will say taking time off is easy but its not saying much when you work from home and aren't responsible for an actual store or covering someone's shift so can't really say that's to much of a plus its more like expected with that kind of setup. They try to give extra incentive for working overtime like we don't work enough as it is and are always asking and mentioning it making it seem like your wrong for not taking extra hours. The company pushes this everything amazing here attitude but will hold you to super strict metrics and not care if anything happens that's out of your control or not even about you. Example a customer leaves a bad survey but is talking about another agent or about the actual company, yea doesn't matter that 1 just knocked down your 100% survey number to 66% and they want you above 90%. Also not exaggerating 1 bad survey will bring your score wayyyy down so makes it even more annoying when the survey isn't even about you. The big brother aspect gets really annoying to because they do listen to every single thing and even if your getting amazing surveys they will find things to nick pick just to give you a coaching because I guess no one can be perfect. Also they legit track EVERYTHING so amount of time on the phone, off the phone, on hold all that. So if your cool with being on phones all day listening to basically the same convos all day and getting random attitudes from people then this is the job for you. Basically the same as any other customer service based job except the 
ONLY plus is that you're at least doing all this from home. Legit the best part of this job is the fact that I was working remote but even that lost some of its plus side once you add in all the stuff I mentioned up top. Still a job is a job but I'm just trying to be real and give you a legit heads up if your in line to be discovers next victim I mean employee.  

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