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 :

Preferred qualifications include :

Skills, licenses, and certifications include :

Feel free to take advantage of all that American Airlines has to offer :

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.