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about 1 year ago
American Airlines
Location: Fort Worth
Job type: Contract/Locum
Contact: No Name
Category: Office

Job Description

American Airlines Federal Credit Union has an opening for a full time Lead in the Member Advocacy Center at its headquarters located in Ft. Worth, Texas. The Member & Advocacy Center is a large inbound call center with approximately 60 agents. We service a high volume of inbound calls and must be knowledgeable of all products and services the Credit Union offers. 


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. 


Job level to be determined based upon qualifications and experience of the selected candidate.


Must be able to work any shift between 7:00 a.m. – 7:00 p.m. Monday – Friday and 8:00 a.m. – 5:00 p.m. Saturdays. 

Job Description (Continued)

 Responsibilities include, but are not limited to:

  • Coaching, counseling, monitoring, training and developing agents on call performance
  • Handle escalated member calls
  • Review and maintain employee call statistics and records
  • Ability to make recommendations to improve procedure functionality and efficiency
  • Serve as a project lead for special projects
  • Other duties as assigned
  • Duties may vary based on operational needs

Job Qualifications

  • High school diploma or GED required
  • College degree is a plus
  • A minimum of one year supervisory experience is strongly preferred
  • Must have outstanding customer service skills
  • Ability to be able to lead and motivate employees in working as a team
  • Excellent problem solving and decision-making capabilities
  • Above average organizational, oral, and written communication skills required
  • Strong attention to detail
  • Must be able to read, write, fluently speak and understand English
  • Bilingual ability to speak, read and write Spanish is a plus
  • Proficient in Microsoft Word and Excel
  • Satisfactory performance and attendance are required
  • Candidates will be required to pass applicable American Airlines pre-hire compliance checks
  • Must have acceptable credit history, which will be verified (e.g., no past due accounts, charge-offs, collection items or bankruptcies)

Additional Locations: None 

Requisition ID: 1407


Nearest Major Market: Fort Worth 
Nearest Secondary Market: Dallas 
Job Segment: Credit, Credit Union, Bank, Banking, Manager, Finance, Management

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