Member Services Representative, AACU Digital Member Experience

Member Services Representative, AACU Digital Member Experience

This job is within the American Airlines Federal Credit Union. The role is responsible for delivering exemplary service to Credit Union members via inbound ACD phone calls and online chats related to digital banking services and transactional features available.

This position involves:

• Responding to member questions and concerns via phone, email, chats and secure messages by researching thoroughly and delivering prompt and accurate support
• Offering real-time assistance to members through online chat, ensuring prompt and positive member service experience
• Reviewing, testing and providing feedback on system updates and enhancements affecting digital banking platforms
• Identifying and escalating issues impacting digital banking availability or functionality in a timely and efficient manner
• Collaborating with Payments and Digital Technology teams to support continuous improvements in digital services
• Participating in projects or meetings to provide insights on the digital member experience
• Adhering to internal control and security measures in accordance with Credit Union policies and regulatory requirements
• Promoting a culture of teamwork, service excellence and relationship building across the organization
• Performing other duties as assigned
• Ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that their work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

Minimum qualifications include:

• High school diploma or GED
• Experience in a service-culture environment, customer service and/or call center, or a combination of customer service and financial institution experience within the most recent twelve month period
• Job level to be determined by the candidate's skills, qualifications, and relevant experience

Preferred qualifications include:

• Previous banking or Credit Union experience

Skills, licenses, and certifications include:

• 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 exercise excellent member service skills
• Ability to interact professionally with all employees and members
• Ability to work Saturdays on a rotating basis
• Ability to perform in a fast paced environment, handle multiple tasks and function as an integral part of a team
• Ability to effectively communicate with all levels both verbally and written
• Ability to speak, read, and write in Spanish is a plus
• Ability to work independently and with minimal supervision
• Ability to perform basic math calculations and analyze data
• Ability to self-motivate with strong organization skills and capacity for attention to detail
• Ability to effectively prioritize work and meet deadlines
• Ability to work varying schedules, including evenings and weekends
• Ability to sit for extended periods of time
• Ability to maintain satisfactory performance and attendance
• Ability to pass applicable American Airlines and Credit Union pre-hire compliance checks

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

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.