Remote Customer Service Representative - American Airlines Credit Union: Providing Exceptional Member Experience from the Comfort of Your Home

Join the American Airlines Team: Elevate Your Career in Customer Service

American Airlines is seeking a highly skilled and dedicated customer service professional to join our team as a Remote Customer Service Representative at the American Airlines Credit Union. As a key member of our Payments and Digital Strategy crew, you will be responsible for delivering exceptional member experiences, resolving complex issues, and ensuring seamless transactions. If you are passionate about providing top-notch customer service and have a keen eye for detail, we invite you to explore this exciting opportunity.

About American Airlines and the Credit Union

American Airlines is a world-renowned airline that has been a leader in the industry for decades. Our Credit Union is dedicated to providing financial services to our employees, retirees, and their families. As a member of the American Airlines team, you will be part of a dynamic and diverse organization that values innovation, teamwork, and customer satisfaction.

Key Responsibilities

• Complete data entry and balancing functions, ensuring accuracy and efficiency in daily operations.
• Coordinate return items with members, vendors, the Federal Reserve Bank, and other institutions to resolve issues promptly.
• Assist other departments with fraud resolution, member inquiries, and related Accounting standard ledger balancing.
• Work on member cases/issues assigned, providing timely and effective solutions.
• Follow and maintain guidelines and procedures to ensure strict compliance with NACHA regulations and guidelines and Federal Banking laws.
• Process loan payments, multi-account and member deposits, credit card payments, and other transactions, including IRA, bankruptcy, and payoff transactions.
• Review, examine, and approve Remote Deposit, Mobile, ATM, and other imaged-enabled products.
• Log, research, and make necessary GL, account changes, and/or returns.
• Process Stop Pays and Check Batching, ensuring timely and accurate processing.
• Complete daily balancing and department closing, maintaining high levels of accuracy and attention to detail.
• Obtain information from members for the timely and accurate processing of international and domestic fund transfer requests.
• Research and verify incoming and outgoing fund transfer information, ensuring compliance with regulations.
• Communicate with the seller to process fund transfers, providing excellent customer service.
• Understand and be familiar with outgoing and incoming fund transfer laws and regulations.
• Deposit check returns, research member back checks on draft changes, process member checks, confirm members for outgoing fund transfers, and Federal Reserve verifying and releasing fund transfers.
• Complete daily processing of workflows associated with late returns, supply of receipts, foreign collections, and legal fees.
• Ensure the security and confidentiality of all accounts and related information that are part of your work and comply with all relevant laws and regulations, including the Bank Secrecy Act.

Qualifications and Requirements

Minimum Qualifications - Education & Prior Job Experience

• High school degree or GED.
• Intermediate Excel and Word experience, with the ability to learn and adapt to new software and systems.

Preferred Qualifications - Education & Prior Job Experience

• Previous customer/member service experience, with a proven track record of delivering exceptional customer experiences.
• Previous banking or Credit Union experience, with knowledge of financial regulations and procedures.
• Episys/Symitar and processing wires experience, with the ability to learn and adapt to new systems.

Skills, Licenses & Certifications

• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint), with hands-on experience and the ability to learn new applications.
• Ability to work extended hours in support of business needs, demonstrating flexibility and a commitment to meeting business objectives.
• Excellent customer service skills, with the ability to communicate effectively and resolve complex issues.
• Ability to perform in a fast-paced environment, handling multiple tasks and functioning as an integral part of a team.
• Strong mathematical calculations and analytical skills, with the ability to review and analyze data.
• Ability to prioritize work and meet deadlines under high-volume pressure, demonstrating effective time management and organizational skills.
• Ability to cross-train and perform any role assigned within the department, showing adaptability and a willingness to learn.
• Professional communication skills, with the ability to engage with all personnel and members.
• Ability to work independently and with minimal supervision, demonstrating self-motivation and a strong work ethic.
• Strong attention to detail, with the ability to maintain high levels of accuracy and quality.
• Must pass relevant American Airlines and Credit Union pre-hire compliance exams, ensuring compliance with regulatory requirements.

Career Growth Opportunities and Learning Benefits

At American Airlines, we are committed to the growth and development of our employees. As a Remote Customer Service Representative, you will have opportunities to:

• Develop your skills and expertise in customer service, financial regulations, and industry-specific software.
• Advance your career within the organization, with opportunities for professional growth and leadership development.
• Participate in training and development programs, designed to enhance your knowledge and skills.

Work Environment and Company Culture

As a remote employee, you will enjoy the flexibility and autonomy of working from the comfort of your own home. Our company culture values:

• Teamwork and collaboration, with opportunities to connect with colleagues and leaders across the organization.
• Innovation and creativity, with a commitment to staying ahead of the curve in customer service and financial services.
• Diversity and inclusion, with a culture that values and celebrates individual differences.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary commensurate with experience and qualifications.
• A comprehensive benefits package, including health, dental, and vision insurance.
• Retirement savings plans and other benefits that support your long-term financial well-being.
• Opportunities for professional growth and development, with a commitment to supporting your career goals.

Join Our Team: Apply Today!

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Remote Customer Service Representative at American Airlines Credit Union, you will be part of a dynamic team that is shaping the future of customer service and financial services. Apply today and take the first step towards a rewarding and challenging career with American Airlines!