Experienced Full Stack Customer Service Representative – Hybrid Remote Work Opportunity with American Airlines

About Us

At American Airlines, we're more than just a company – we're a family. We're a team of dedicated professionals who share a passion for delivering exceptional customer experiences and making a difference in the lives of our customers. As a member of our team, you'll have the opportunity to join a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our commitment to these values is reflected in our Employee Business Resource Groups, which provide a platform for our employees to connect with each other, share their perspectives, and drive positive change.

Job Summary

We're seeking an experienced Full Stack Customer Service Representative to join our Payments and Digital Strategy team in the American Airlines Credit Union. As a key member of our team, you'll be responsible for providing exceptional customer service, resolving complex issues, and ensuring compliance with regulatory requirements. This is a hybrid remote work opportunity, allowing you to balance your time between our remote office and home. If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply.

Key Responsibilities

• Complete data access and balancing tasks to ensure accurate and timely processing of transactions.
• Coordinate return items with contributors, vendors, the Federal Reserve Bank, and other institutions to resolve issues and prevent delays.
• Assist other departments with fraud resolution, member inquiries, and associated accounting standard ledger balancing to ensure compliance with regulatory requirements.
• Work member cases/assignments to resolve complex issues and provide exceptional customer service.
• Follow and maintain guidelines and procedures to ensure strict compliance with NACHA regulations and guidelines and Federal Banking laws.
• Process mortgage bills, multi-account and member deposits, credit card bills, and other checks, including IRA, bankruptcy, and payoff checks.
• Review, examine, and approve Remote Deposit, Mobile, ATM, and other imaged-enabled products to ensure accuracy and compliance.
• Log, review, and make necessary GL, account changes, and/or returns to ensure accurate and timely processing of transactions.
• Process Stop Pays and Check Batching to prevent delays and ensure compliance with regulatory requirements.
• Complete daily balancing and department closing to ensure accurate and timely processing of transactions.
• Obtain information from contributors for the timely and correct processing of international and domestic wire transfer requests.
• Research and verify incoming and outgoing wire transfer information to ensure accuracy and compliance.
• Communicate with vendors to process wire transfers and ensure compliance with regulatory requirements.
• Understand and be familiar with outgoing and incoming wire transfer laws and regulations.
• Deposit check returns, review member check returns on draft changes, process member checks, verify contributors for outgoing wire transfers, and Federal Reserve verifying and releasing wire transfers.
• Complete daily processing of workflows associated with overdue returns, supply of receipts, international collections, and legal fees.

Requirements

To be successful in this role, you'll need to possess the following qualifications and skills:

Minimum Qualifications

• High school degree or GED.
• Intermediate Excel and Word experience.

Preferred Qualifications

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

Skills and Licenses

• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through work experience with the software or education and hands-on use of the software.
• Ability to work prolonged hours in aid of business needs.
• Ability to exercise excellent customer service skills.
• Ability to perform in a fast-paced environment, handle multiple responsibilities, and function as an integral part of a team.
• Ability to perform mathematical calculations and review data.
• Ability to effectively prioritize work and meet time limits under high volume pressure.
• Ability to cross-train and perform any position assigned within the department.
• Ability to interact professionally with all personnel and contributors.
• Ability to work independently and with minimum supervision.
• Ability to self-motivate with strong employer skills and ability for interest to detail.
• Ability to effectively prioritize work and meet time limits.
• Ability to maintain excellent performance and attendance.
• Must pass relevant American Airlines and Credit Union pre-employment compliance exams.

What We Offer

As a valued member of our team, you'll enjoy a range of benefits and perks, including:

Travel Perks

Ready to explore the world? You, your family, and friends can access 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 beginning – we also offer digital health visits, flexible spending accounts, and more.

Wellness Programs

We want you to be a great model 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, our 401(k) program offers company contributions to help you save for your future.

Additional Benefits

Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

Join Our Team

Don't hesitate to apply! We value a great attitude and a willingness to learn above all. Submit your application today and become a part of our dynamic team.