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 job is within the American Airlines Credit Union. The role is responsible for supervising, coaching and training of the Payment Collection team in their efforts to assist Credit Union members on their loan journey.

• Work with the Director of Payment Collection and Recovery (PCR) to implement effective processes and procedures to provide member solutions and assist in minimizing loan and share losses
• Ensure efficient collection activity is performed on consumer loans, mortgage loans, credit cards, business loans, and negative shares
• Make strategic recommendations to enhance collection processes and results from collection work, and actively participate in projects
• Lead a team of collection specialists and perform collection queue audits to ensure that all collection activity is performed accurately, effectively and in accordance with applicable laws and departmental policies and procedures, and member interaction is performed with respect and courtesy
• Perform collection call monitoring to ensure polices are followed and feedback is provided to collection analysts
• Manage escalated calls
• Perform hiring, development and ongoing training for collection staff
• Conduct performance reviews and coach and counsel assigned collection staff
• Review pre-charge off queue and share reporting results with PCR Director. Proactively looks for ways to increase recoveries of charged-off loans and review underwriting procedures with PCR Director to identify areas of concern
• Develop and track departmental metrics, trends, and reporting
• Engage with departmental vendor partners, potential new vendor partners, and benchspaning with other credit unions on best practices
• 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 is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

Minimum Qualifications- Education & Prior Job Experience

• Bachelors Degree in Business or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the duties of the role
• Previous collection experience
• Knowledge of FDCPA, CFPB and Federal bankruptcy laws

Preferred Qualifications- Education & Prior Job Experience

Skills, Licenses & Certifications

• 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 handle legal matters, such as sequestrations, writs and judgments
• Ability to communicate directly with Credit Union members and utilize collection and negotiation techniques
• Knowledge of NCUA regulations
• Ability to demonstrate superior people management and employee engagement skills, to include directing, coaching, counseling and motivating staff
• Ability to supervise multiple team members
• Ability to demonstrate excellent oral and written communications skills and exercise effective interpersonal skills
• Ability to interact professionally with all organizational levels
• Bilingual skills (English/Spanish) are a plus
• Ability to travel, as needed
• 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.