Experienced Remote Customer Service Representative - American Airlines Credit Union Operations

Join the American Airlines Family and Elevate Your Career

Are you ready to explore a world of possibilities, both at work and during your downtime? American Airlines invites you to be part of our dynamic team, where you'll travel to new heights, develop your expertise, and become the best version of yourself. As you embark on this new journey, you'll tackle challenges with flexibility and ease, acquiring new skills and propelling your career while having a great time. Improve both your personal and work life and jumpstart your future with us!

Why You'll Love This Role

This position is a key member of the Payments and Digital Processing team within the American Airlines Credit Union. As a Member Services Representative, you'll be responsible for the day-to-day tasks related to check processing, item processing, direct payments, and funds transfers. You'll play a vital role in ensuring the smooth operation of our credit union and providing exceptional customer service.

Key Responsibilities:

• Complete data entry and balancing functions to ensure accuracy and efficiency
• Coordinate return items with members, outside merchants, the Federal Reserve, and other institutions
• Assist other departments with fraud resolution, member requests, and related Accounting general ledger balancing
• Work part-time cases/activities as assigned
• Follow and maintain policies and procedures to ensure strict compliance with NACHA rules and regulations and Federal Banking regulations
• Process loan payments, multi-account and partial deposits, credit card payments, and various checks (e.g., IRA, bankruptcy, and settlement checks)
• Review, analyze, and support Remote Deposit, Mobile, ATM, and other imaged-enabled items
• Log, research, and make necessary GL, account changes, and/or returns
• Process Stop Pays and Check Reordering
• Complete daily balancing and branch closing
• Obtain information from members for the timely and accurate processing of international and domestic funds transfer requests
• Research and verify incoming and outgoing funds transfer information
• Communicate with vendors to handle funds transfers
• Understand and be aware of outgoing and incoming funds transfer regulations
• Process check returns, research partial returned checks on draft changes, process partial checks, verify members for social funds transfers, and Federal Reserve confirming and releasing funds transfers
• Complete daily processing of workflows related to late returns, source of receipts, foreign collections, and legal holds

What You'll Need for Success

Essential Qualifications:

• Bachelor's degree or higher
• Intermediate Excel and Word skills
• Ability to work in a fast-paced environment, handle multiple tasks, and function as part of a team
• Excellent customer service skills
• Ability to perform numerical computations and analyze data
• Effective time management and prioritization skills under high-volume pressure
• Professional communication skills
• Ability to work independently with minimal supervision
• Strong self-motivation, attention to detail, and organizational skills

Preferred Qualifications:

• Previous customer/member service experience
• Previous banking or Credit Union experience
• Episys/Symitar and wire processing experience

Skills, Licenses, and Certifications:

• Proficient in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint)
• Ability to work extended hours to support business needs
• Pass American Airlines and Credit Union pre-hire compliance checks

What You'll Get

At American Airlines, we offer a comprehensive benefits package to support your well-being and career growth. You'll enjoy:

• Medical benefits: Access to health, dental, prescription, and vision benefits from day one, plus virtual doctor visits and flexible spending accounts
• Wellness Programs: Tools, resources, and support to help you be your best self
• 401(k) Program: Available upon hire, with employer contributions available after one year, depending on the workgroup
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, rental cars, travel, and more

Be Yourself at American Airlines

We're committed to creating an inclusive workplace that values diversity and promotes equality. Our 20+ Employee Business Resource Groups connect colleagues to customers, suppliers, communities, and shareholders, helping colleagues reach their full potential. Join our team and be part of a culture that celebrates individuality and promotes a sense of belonging.

Ready to Make a Difference?

If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply. As a Member Services Representative, you'll play a vital role in keeping the world's largest carrier running smoothly while caring for people on life's journey. Join our team and experience a tremendous sense of pride and fulfillment.

Apply now and take the first step towards an exciting new career!