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!

This position is within the American Airlines Credit Union. The role is responsible for leading teams that handle the following areas:

• Payment Processing: all operational aspects of all member money movement via ACHs, wires, and federal payments, ensuring accurate and timely payments with very limited errors / losses
• Payment Servicing Center: provide great service to members contacting us via phone (over 9,000/month), online banking messaging and other channels regarding debit/credit card payment requests/questions, including opening debit card disputes
• Loss Mitigation & Check Operations: handle all member account fraud investigations, debit card fraud/disputes, and fraud analysis/back-office work, plus review of incoming checks via mail, mobile deposit, ATMs, etc., striving to mitigate check losses

• Effectively lead multiple key teams and over 50 employees in a compassionate, collaborative, employee-focused manner
• Identify synergies between teams to be an even more efficient, member-focused operation, while minimizing Credit Union and member losses due to fraud and operational errors
• Increase line-of-sight of how money moves in and out of the Credit Union (i.e., payment lifecycle)
• Partner closely with the Payments/Digital team for continual product and service enhancements for members and back-office employees, with continued focus on fraud controls
• Advocate for strategic/tactical projects to streamline operations, increase member self-service ease/capabilities, and reduce losses
• Collaborate with key AACU departments on payment operation, call center, and fraud projects, plus improved employee and member awareness
• Monitor industry for related payment/fraud trends and threats, including proactive benchspaning and engagement in industry organizations
• Oversee the annual business planning and budget process for the operation and develop project and capital expenditure recommendations
• Develop strategic and operational presentations
• Proactively focus on a risk management approach, including creating risk appetite statements
• Oversee internal audits and regulatory/compliance exams
• Ensure policies and procedures are kept up-to-date
• Understand and foster relationships with numerous third parties
• 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 follows all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

Minimum Qualifications- Education & Prior Job Experience

• High school diploma or GED
• Minimum of five years of work experience relevant to the nature of the described job duties; a Bachelor’s degree may be considered in lieu of two of the five years of work experience

Preferred Qualifications- Education & Prior Job Experience

• Bachelor’s degree in a related field
• Previous successful management/leadership experience
• Previous Credit Union or banking experience, specifically in payments, frontline operations and/or fraud management

Skills, Licenses & Certifications

• Ability to utilize necessary technologies with proficiency (e.g., Microsoft Office software, core system, data warehouse, other applications)
• Ability to understand the Credit Union’s strategic objectives as well as develop and execute departmental strategies to support them
• Ability to demonstrate experience and aptitude in leading, motivating and managing team members in a compassionate manner
• Ability to collaborate with other departments and third-party vendors
• Ability to demonstrate planning, organization, and strategic skills
• Ability to demonstrate excellent oral and written communication/presentation skills and effective interpersonal skills
• Knowledge of payment and fraud-related laws and regulations
• Knowledge of core banking systems and processes
• Skilled in analytics and problem-solving, with the ability to apply analytics and innovation to solve business problems
• Ability to embrace change and successfully lead teams through change initiatives
• Ability to lead in an action-oriented, results-driven approach
• 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.