Manager, AACU Member Advocacy Center Operations and Quality Assurance

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 Federal Credit Union. The role is responsible for managing the daily operations and quality control efforts for the Member Advocacy Center, which is the main member contact department for the Credit Union.

What you'll do

• Act as the day-to-day supervisor for various Team Leads and support staff, managing their schedules and team assignments; assist as needed with guidance on team-related issues as they arise
• Support the overall department operation and serve as primary backup manager, as needed
• Develop, implement and maintain a continued department education program for agents in partnership with Training 
• Coordinate the daily operations of the Member Advocacy Center, which includes shift scheduling, assigning work items, vacation bids, vacation/sick time balances, training, hiring and departmental audits
• Responsible for high-quality service level metrics and delivery of quality member service content for department activities including timely responsiveness, proper and thorough member ID verification, courteous and accurate member assistance, and effective sales and cross-selling efforts
• Create and sustain a member advocacy culture to ensure high levels of productivity and member service
• Lead quality control initiatives through monitoring, addressing service level and talk time issues, remediating adverse member interactions, handling escalated member calls, and reviewing and acting on other quality control measures
• Ensure the appropriate asset utilization, including prudent expense control, staff scheduling, and management of company resources to achieve the highest levels of performance at the lowest reasonable expense
• Responsible for posting vacancies, interviewing, and hiring new Member Services Representatives, including assisting in selecting and assigning reps for specialty areas, such as Online Banking and New Accounts
• Direct and create proper reporting programs to provide on-going departmental performance results
• Assist in maintaining the documentation of compliance activities and work performed as required by policy
• 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
• Previous supervisory or management experience, preferably in a call center, or a combination of education and experience that provides the necessary skills 

Preferred Qualifications- Education & Prior Job Experience

• Experience with credit union policies, procedures, practices, guidelines, systems and culture, as would customarily be acquired through a minimum five years of experience with AACU
• Experience with credit union and call center systems, including Episys, Link, Synapsys, Interactive Intelligence, Q2, Live Chat, etc.

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 passionately serve members with the highest level of excellence and demonstrated by a proven track record of exceptional member relations
• Ability to demonstrate superior people management, interpersonal and employee engagement skills, to include directing, coaching, counseling and motivating staff
• Ability to supervise multiple staff personnel
• Ability to demonstrate excellent oral and written communication skills
• Well-developed general technical competence to effectively deal with issues related to internet banking and the systems supporting these portals
• Ability to handle multiple projects and activities simultaneously under deadlines & high volume stress of project work
• Ability to demonstrate exceptional analytical and critical thinking skills to develop and improve processes
• Ability to interact comfortably and effectively with all levels of the Credit Union, including senior management
• Ability to make sensible independent judgments and decisions
• Ability to travel on company business and work extended hours or a flexible schedule when travel or business demands require
• 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.