Overall okay, but new changes making things worse - Senior Account Manager Discover Employee Review

3.0
11 Feb 2024
Recommend
CEO approval
Business outlook

Pros

Option to work 100% remote, and they provided all equipment, which was great. Lots of opportunities to transfer departments after first year, and they do quite a bit of promoting from within.

Cons

Even though it's a work from home job, and they try to dress it up quite a bit, this is a call center job. They claim their main focus is customer satisfaction, and caring for customer and employees both, but six months after I started they introduced a new performance metric allowing a maximum of 3 minutes 30 seconds to handle each call. This negatively impacted customers by leading them to get worse service or be transferred more often, and forced employees to completely change our focus on each call with minimal support. They also have now removed all chat-only agents, and instead are requiring every customer service agent to handle both calls and chats, despite constantly high volumes of calls and chats, leading to higher stress for agents and longer wait times and worse service for customers. I was at Discover for a little over a year, and my first six months were great, however the new changes I listed above made the last six months incredibly stressful.

Explore other reviews about Discover

5.0
18 Jun 2026
Recommend
CEO approval
Business outlook

Pros

There are still great employees working at Discover despite looming layoffs due to Capital One acquisition.

Cons

Morale is at an all-time low, integration with Capital One has caused significant anxiety and confusion.

5.0
28 Mar 2026
Recommend
CEO approval
Business outlook

Pros

One of the most significant advantages of interning at Discover is the opportunity to work with massive, high-stakes financial datasets within a highly collaborative and mentorship-driven culture. Because the company manages millions of consumer accounts, you gain direct experience in how data-driven decisions impact risk management, credit modeling, and fraud detection in real time. The environment is known for being supportive of early-career professionals, offering structured learning paths and exposure to modern cloud-native infrastructures like AWS. Furthermore, the company’s strong focus on work-life balance and a clear pipeline for converting interns to full-time roles makes it an excellent "foot in the door" for anyone looking to build a career in fintech.

Cons

On the other hand, the primary drawback often stems from the inherent bureaucracy and heavy regulation of the banking industry, which can lead to slower project lifecycles and "red tape." You may find that a significant portion of your time is spent on repetitive data cleaning and maintaining legacy reporting systems rather than building the cutting-edge predictive models you might expect. Additionally, because Discover is a massive organization, your scope of work can sometimes feel siloed, making it difficult to see the end-to-end impact of your analysis across different departments. Finally, the current landscape of the industry means that internal shifts or large-scale corporate restructuring can occasionally lead to uncertainty regarding team directions or long-term project stability.

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