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Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

+ This job is a member of the Credit Union Team within the American Airlines Credit Union.

+ Responsible for problem resolution, testing and implementation of systems and solutions and customer service escalations for the Payments Servicing department at American Airlines Credit Union.

What you'll do

+ Coordinates the daily operations of the Member Services Representatives which includes shift scheduling, vacation bids, coaching & counseling sessions, training, and hiring

+ Provides recommendations to improve procedure functionality/efficiency and coordinates with Payments reporting the testing of new developments and/or releases in each area

+ Maintains schedules of all MSRs and ensures all audit guidelines are met regarding time off and completion of recurrent training/BVS courses

+ Completes performance evaluations for all MSRs

+ Develops and motivates MSRs to meet performance guidelines and coach them to make improvements in their performance

+ Researches and escalates member inquiries and provides solutions in a timely manner

+ Prepares monthly accruals and variance explanations

+ Creates and oversees incentive programs for Payments Servicing staff

+ Assists Payments Servicing & Risk Manager on service and product projects

+ Serves as on call rotation for support of American Airlines CARE Team

+ Performs ACD call monitoring in conjunction with other department managers

+ Ensures the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

+ High School diploma or GED equivalency

Preferred Qualifications- Education & Prior Job Experience

+ Bachelor's degree or equivalent related work experience

+ Banking or Credit Union experience

+ Experience with payments transactions and systems

+ Supervisory experience

Skills, Licenses & Certifications

+ ​Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience with the software or education and hands-on use of the software

+ Ability to demonstrate excellent oral and written communication skills & exercise effective interpersonal skills with the ability to communicate with all levels of staff and management

+ Ability to demonstrate superior people management and employee engagement skills, to include directing, coaching, counseling and motivating staff

+ Ability to effectively manage a large staff

+ Ability to work well in a fast paced environment and multi task with attention to detail, accuracy, and efficiency

+ Skilled in mathematics and analytical ability

+ Ability to work independently with minimal supervision

+ Ability to work well under deadlines and high volume pressure

+ Ability to adjust work schedule and work additional hours as needed to support business needs

+ Ability to maintain satisfactory performance and attendance

+ Ability to pass applicable American Airlines pre-hire compliance checks

+ Must have acceptable credit history, which will be verified

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

+ Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.

+ Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.

+ Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.

+ 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

+ Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.