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 within the American Airlines Federal Credit Union. The position is responsible for ensuring consistent, high quality advanced support for all card-related services across the Credit Union. This role works closely with teams across all locations and channels to deliver seamless service to both employees and AACU members.

What you'll do

• Support all aspects of card services, including debit cards, credit cards, and ATM, across branches and digital channels
• Review, analyze, and process multiple complex reports related to credit and debit cards (e.g., account and network adjustments, limit upgrades, over-limit accounts, shared branch adjustments, OFAC reporting)
• Research member inquiries, identify and resolve discrepancies in members’ accounts and provide solutions as required in a timely manner via secure messaging, email, DocuSign and service events
• Complete necessary tasks following member communication and research, including balance transfers, adding/removing/updating authorized users, and conducting dispute or fraud investigations
• Review charged-off credit card accounts and process necessary corrections
• Handle credit bureau delinquency reporting corrections as requested
• Ensure accuracy in internal records, transactions, and data entry
• Support frontline staff by handling behind-the-scenes tasks and processing support requests
• Perform credit card closures and ensure accuracy of payments and final balances
• Utilize several third-party applications daily for research and processing, including but not limited to: Hostlink, Visa DPS VROL and Link
• Responsible for system testing related to upgrades and new enhancements
• Process debit and credit adjustments, including write-offs and suspense GLs and loan payments, for multiple departments and branches
• Assist Card Accounting in resolving out-of-balance GL issues and process necessary corrections and GL adjustments
• Assist with the implementation of new card products, services, and technology upgrades
• Maintain a strong understanding of industry best practices, member needs, and regulatory requirements
• Expedite debit card creating, printing and shipment to members
• Develop and maintain collaborative working relationships with all Credit Union employees and members by demonstrating strong verbal, written and telephone communication skills
• Perform other duties as assigned
• The selected candidate will be responsible for ensuring 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
• Experience with credit card products, services, processes, procedures and related legislation
• Basic accounting skills to be able to understand and process adjustments to credit card and debit card accounts
• Basic proficiency using Microsoft Excel
• A knowledge and skills assessment will be part of the interview process

Preferred Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Business or related area of study, or equivalent work experience relevant to the role
• Advanced knowledge of applicable federal and state laws, rules and regulations governing credit cards and debit cards
• Previous banking or Credit Union experience 
• Previous customer service experience
• Successful work experience in a call center environment

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
• Advanced problem-solving, collaboration and critical thinking skills
• Strong attention to detail with the ability to perform duties that require a high degree of multi-tasking, precision and accuracy
• Ability to exercise excellent member service skills
• Ability to interact professionally with all employees and members
• Ability to perform in a fast paced environment and handle multiple tasks/programs
• Ability to function as an integral part of a team
• Ability to effectively communicate with all levels both verbally and written 
• Ability to speak, read, and write Spanish is a plus
• Ability to work independently and with minimal supervision
• Ability to perform basic math calculations, analyze data and perform data entry and G/L maintenance tasks
• Ability to self-motivate with strong organization skills and capacity for attention to detail
• Ability to effectively prioritize work and meet deadlines
• Ability to work varying schedules, including evenings and weekends
• Ability to sit for extended periods of time
• Ability to maintain satisfactory performance and attendance
• Ability to pass applicable American Airlines and Credit Union pre-hire compliance checks

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.