Manager, AACU Payments Servicing

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 the day-to-day management of the Credit Union’s Payment Servicing Center, member-initiated credit and debit card request experiences, call center operations, and back-office card work. 

What you'll do

• Effectively lead a team consisting of approximately 20 team members, including 4 direct reports, in a compassionate, collaborative, employee-focused manner
• Work with the Payments department leadership team to achieve strategic objectives, support analysis and project implementations
• Handle member escalations effectively with empathy and a sense of urgency
• Oversee call center functions related to credit and debit card payment functions, secured messaging for card-related inquiries (travel notifications, etc.), and compliance with Regulation E
• Ensure internal processes and third-party business partner engagement is optimal and efficient to ensure the highest level of quality service is provided to every member who engages with the Payments Servicing department through these channels
• Identify process improvement opportunities that improve the member experience and also provide department efficiencies
• Ensure that policies and procedures are kept up to date
• Work with third-party business partners to ensure the Payment Servicing experience expectations are achieved
• Coordinate appropriate on-call emergency hotline coverage across the entire Payments Servicing Center to ensure adequate support
• Collaborate with key AACU departments for continual operation, call center, and product and service enhancements for members and back-office team members
• Oversee the annual business planning and budget process for the operation and develop project and capital expenditure recommendations
• Oversee internal audits and regulatory/compliance exams
• 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
• Minimum of three years of work experience relevant to the nature of the described job duties; a Bachelor's degree may be considered in lieu of two years of work experience

Preferred Qualifications- Education & Prior Job Experience

• Bachelor's degree in Business Administration, Marketing, Sales, Management or a related field
• Previous Credit Union or banking experience, specifically in payments, call centers and/or frontline operations
• Experience in identifying and implementing process improvement opportunities, including through automation and AI
• Previous successful supervisory or leadership 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
• Skilled in Symitar software and other Jack Henry software suites
• Knowledge of AACU systems, policies and procedures is highly desirable
• Ability to understand AACU’s culture, vision and mission and be able to integrate them into departmental standards
• Ability to demonstrate superior people management and employee engagement skills, to include directing, coaching, counseling and motivating staff
• Ability to lead multiple management and non-management team members and contract personnel and appropriately execute budgetary responsibilities within span of control
• Ability to recommend and implement strategic initiatives within the organization
• Ability to demonstrate excellent oral and written communications skills & exercise effective interpersonal skills
• Ability to demonstrate strong time management, project management and negotiation skills, with the ability to manage multiple projects and tasks that may involve competing priorities
• Ability to demonstrate superior research, analysis and business writing and reporting skills
• Ability to apply knowledge and experience to long term tactical projects within and outside core work group
• Ability to collaborate successfully with people of varying backgrounds and levels and securing inter-and intra-departmental cooperation and buy-in
• Ability to demonstrate strong analytical and decision making skills
• Ability to work varying schedules, including evenings and weekends and rotating on-call functions
• Ability to travel overnight as required
• 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.