American Airlines Member Services Representative, AA Credit Union Payments Servicing in Ft Worth, Texas

Location: AAFCU Headquarters (DFW-AACU)

Additional Locations: None

Requisition ID: 8990

Job Description

American Airlines Federal Credit Union, well known for its financial leadership, innovation and service, has an opening for a Member Services Representative in the Payments Servicing department at its headquarters located in Ft. Worth, Texas. This position will be responsible for providing exemplary service to American Airlines Credit Union member and employees via an ACD line.

Principal Duties and Responsibilities

  • Answers department ACD calls from members

  • Processes point of sale/ATM limit increases

  • Closes and reorders new/duplicate ATM/Debit cards to members

  • Provides PINS for cards

  • Reviews and processes fraud and dispute reports for members

  • Assists members with credit card payments, balance transfers and statement copies

  • Corresponds to members through secure messaging and emails

  • Completes processing of daily reports

  • Creates and promotes positive name recognition for the Credit Union

  • Researches member inquiries and provides solutions as required in a timely manner

  • Implements and enforces internal control and security measures in accordance with Credit Union policies and government regulations

  • Fosters a culture that promotes teamwork, service excellence and relationship building within the overall organization

  • Performs other duties as assigned

Job Qualifications

Minimum Qualifications

  • High school diploma or GED

  • Must pass applicable American Airlines pre-hire compliance checks

  • Must have an acceptable credit history, which will be verified (e.g., no past due accounts, charge-offs, collection items or bankruptcies)

  • 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

Preferred Qualifications

  • Previous banking or Credit Union experience

  • Previous call center experience

  • Previous customer service experience

Factors that determine level

  • Level of education and/or equivalent, relevant experience

  • Proficiency

  • Ability to work independently and/or amount of direction needed

  • Scope and complexity of work

  • Level of authority and latitude in making decisions

Job Qualifications (Continued)

Knowledge, Skills & Abilities

  • 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 service skills

  • Ability to interact professionally with all employees and members

  • Ability to perform in a fast paced environment, handle multiple tasks and 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 and analyze data

  • 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

Additional Locations: None

Requisition ID: 8990

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.