Advocate

Team Lead, AACU Member Advocacy Center The role is responsible for managing a team of call center agents taking incoming calls from AACU members. This job is within the American Airlines Credit Union. What you'll do: Coach, counsel, monitor, train and develop 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: High school diploma or GED Must have one or more years of work experience in a service-culture environment, customer service and/or call center Preferred Qualifications: One or more years of supervisory experience Previous banking or Credit Union 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: Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network. Health Benefits: Access to health, dental, prescription and vision benefits on day one. Wellness Programs: Tools, resources and support to help you be the best version of yourself. 401(k) Program: Available upon hire with employer contributions after one year. Additional Benefits: Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more. From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Cities: Fort Worth - TX Requisition ID: 87481