Overall okay, but new changes making things worse
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.
