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Member Services Representative, AA Credit Union Outbound Outreach

Date: Apr 16, 2019

Location: Ft Worth, TX, US

Req ID: 26781

Location: AAFCU Headquarters (DFW-AACU) 
Additional Locations: None
Requisition ID: 26781 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Credit Union Team within the American Airlines Credit Union. This position will be ​responsible for providing a needs-based consultative program matching member needs with American Airlines Credit Union financial solutions creating deeper member relationships using phone and email outreach to members.


Specifically, you’ll do the following:

  • ​​Generates outbound calls to: leads identified through new member on-boarding program, leads with auto loans approved within the last 30 days, members who have recently funded a mortgage with the Credit Union, and to members for special projects
  • Generates reengagement calls to members who have a loan approved but the loan never funded, members who have accounts scheduled to be escheated to the state and dormant accounts
  • Coordinates with the AA Relocation Department to match current and prospective members with our Mortgage Department during their relocation to a new home base


Required Qualifications

  • ​High school diploma or GED equivalency
  • ​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 exercise excellent member and customer service skills
  • Skilled in above-average telephone customer service and leadership skills
  • Skilled in excellent analytical, problem solving, and decision-making capabilities
  • Ability to perform in a fast paced environment, handle multiple tasks and function as an integral part of a team
  • Ability to develop and communicate unique ideas and concepts
  • Ability to work independently and handle multiple tasks simultaneously with minimal supervision
  • Ability to effectively prioritize work and meet deadlines
  • Ability to review work product of assigned area(s) and recommend changes to improve productivity and efficiency
  • Ability to sit for extended periods of time
  • Ability to maintain satisfactory performance and attendance
  • Must pass applicable American Airlines pre-hire compliance checks
  • Must have an acceptable credit history, which will be verified
  • 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

Qualifications (Continued)

Preferred Qualifications

  • Bachelor's degree in Business or Finance
  • Previous banking or Credit Union experience
  • Previous experience in a sales-culture environment
  • Previous telephone servicing experience
  • Ability to speak, read, and write Spanish is a plus

Additional Locations: None
Requisition ID: 26781 

Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Credit, Banking, Bank, Credit Union, Customer Service Representative, Finance, Customer Service