Team Lead, AACU Member Advocacy Center

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 Credit Union. The role is responsible for managing a team of call center agents taking incoming calls from AACU members. 

What you'll do

• Coach, counsel, monitor, train and develos agents on call performance
• Handle escalated member calls
• Review and maintain employee call statistics and records
• Make recommendations to improve procedure functionality and efficiency
• Serve as a project lead for special projects
• 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
• Must have one or more years of wrok experience in a service-culture environment, customer service and/or call center

 

Preferred Qualifications- Education & Prior Job Experience

• One or more years of supervisory experience
• Previous banking or Credit Union experience
• Previous customer service 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 outstanding customer service skills
• Ability to demonstrate excellent people management and employee engagement skills, including leading, developing, coaching and motivating staff
• Ability to supervise multiple staff personnel
• Ability to demonstrate excellent oral and written communication skills and exercise effective interpersonal skills and communicate effectively with all levels of the organization
• Ability to self-motivate with strong organization skills and capacity for attention to detail
• Ability to demonstrate excellent problem solving and decision making skills
• Ability to demonstrate exceptional analytical and critical thinking skills to develop and improve processes
• Ability to perform in a fast paced environment, handle multiple tasks and function as an integral part of a team
• Ability to make independent judgments and decisions
• Bilingual ability to speak, read and write Spanish is a plus
• Ability to work varying schedules, including evenings and weekends
• 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+ Team Member 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.