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!

• Provide guidance as a functioning Team Lead to Specialists in the audit of refund requests. Team Lead provides on-going, day to day leadership and is responsible for determining, implementing, and monitoring the effectiveness of the training plan for the group.

• Ensure timely processing of ALL Refund audits
• Resolution of passenger inquiries, of a complex nature that have escalated beyond the Specialist capability
• Interaction with all areas within Revenue Accounting - Ticketing, Agency and Passenger Sales Reporting, Credit Card Billings, Interline - Reservations, Customer Relations, as well as any other area, with a high level of professionalism at all times
• Extensive resource for the group regarding the accurate calculation of refund requests
• Effective conflict resolution regarding discrepancies between customer information, documentation and internal data
• Development of professional correspondence for sensitive customer issues
• Analysis and recommendations for reduction of customer complaints
• Maintenance of departments SOPs
• Refund status reporting
• Employee status to include KPM’s and error ratios
• Interviews
• Departmental new hire orientation
• 90 Day New Hire evaluations
• Mid-Year Evaluations
• Progressive counseling
• Refundability validation
• Oversee identified irregularities, determine and implement the needed action
• Identify and evaluate internal and external issues in need of attention and/or training and follow through to conclusion
• Conduct daily, weekly, monthly and/or as needed, briefings and meetings to inform the group of new, old, revised items
• Monitor job function targets and re-adjust direction of the group to ensure targets are met
• Act as key individual for the audit screening of files (monitoring of the QC function)
• Oversee new employee and recurrent training as needed
• Provide consultations as required of any/all group members for timely file resolution
• Perform various special projects assigned by Supervisor or Manager

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Accounting, Finance or related business field or equivalent experience/training
• Previous effective leadership experience
• Thorough comprehension of Domestic General Rules, Tariffs, policies and procedures, Sabre reservation system, ARC reporting process, resource locations
• Understanding of ticket components, interpretation of the linear fare ladder
• Flexibility with modification of schedule as needed to meet workflow demands
• Strong interpersonal skills
• Human resources skills - interviewing/corrective action/termination

Preferred Qualifications- Education & Prior Job Experience

• ​Previous airline, travel agency and/or auditing experience

Skills, Licenses & Certifications

• ​Competency with the Microsoft Office programs, knowledge of Sabre, ARC Memo Manager and COMPASS/DRS, BSPLink, ATARI and Sabre electronic ticketing and PNR data
• Familiar with passenger ticketing, fare rules, pricing, reporting and ticket processing
• In depth knowledge of performance metrics
• Proven record of boosting team performance
• Self-directed, multi-tasker with logical, analytical, organizational and innovational skills
• Strong ability and desire to motivate individuals to achieve goals
• Ability to interact professionally with individuals at all levels in the company
• Proficient with Microsoft Office products (e.g., Word, Excel, PowerPoint)

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.