American Airlines

Manager, AACU Payments Servicing

American Airlines • $75K — $95K *
Fort Worth, TX 76137In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • High school diploma or GED required.
  • 3+ years of relevant work experience, or Bachelor's degree may substitute for 2 years.
  • Bachelor's in Business Administration, Marketing, Sales, Management or related field preferred.
  • Experience in credit union or banking settings, especially in payments or call centers is advantageous.
  • Proven leadership skills with a history of successful team management.

Responsibilities

  • Lead a team of about 20 members with a focus on compassion and collaboration.
  • Work with Payments department leadership to meet strategic goals and support projects.
  • Manage member escalations with empathy and urgency.
  • Oversee call center functions related to payment inquiries and compliance.
  • Enhance internal processes for better member service and operational efficiency.
  • Identify and drive process improvements for member experiences.
  • Ensure compliance with policies and regulations, including audits.

Benefits

  • Travel perks for you and family on a global network of flights.
  • Comprehensive health, dental, and vision benefits from day one.
  • Wellness programs to support personal health and fitness goals.
  • 401(k) plan with potential employer contributions after one year.
  • Additional perks like an Employee Assistance Program and discounts on travel.
Full Job Description
7/17/26

Location: AAFCU Headquarters (DFW-AACU)
Cities: Fort Worth - TX
Requisition ID: 86778

Job Description

What you'll do

  • Effectively lead a team consisting of approximately 20 team members, including 4 direct reports, in a compassionate, collaborative, employee-focused manner
  • Work with the Payments department leadership team to achieve strategic objectives, support analysis and project implementations
  • Handle member escalations effectively with empathy and a sense of urgency
  • Oversee call center functions related to credit and debit card payment functions, secured messaging for card-related inquiries (travel notifications, etc.), and compliance with Regulation E
  • Ensure internal processes and third-party business partner engagement is optimal and efficient to ensure the highest level of quality service is provided to every member who engages with the Payments Servicing department through these channels
  • Identify process improvement opportunities that improve the member experience and also provide department efficiencies
  • Ensure that policies and procedures are kept up to date
  • Work with third-party business partners to ensure the Payment Servicing experience expectations are achieved
  • Coordinate appropriate on-call emergency hotline coverage across the entire Payments Servicing Center to ensure adequate support
  • Collaborate with key AACU departments for continual operation, call center, and product and service enhancements for members and back-office team members
  • Oversee the annual business planning and budget process for the operation and develop project and capital expenditure recommendations
  • Oversee internal audits and regulatory/compliance exams
  • 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.


All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • High school diploma or GED
  • Minimum of three years of work experience relevant to the nature of the described job duties; a Bachelor's degree may be considered in lieu of two years of work experience


Preferred Qualifications- Education & Prior Job Experience
  • Bachelor's degree in Business Administration, Marketing, Sales, Management or a related field
  • Previous Credit Union or banking experience, specifically in payments, call centers and/or frontline operations
  • Experience in identifying and implementing process improvement opportunities, including through automation and AI
  • Previous successful supervisory or leadership 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
  • Skilled in Symitar software and other Jack Henry software suites
  • Knowledge of AACU systems, policies and procedures is highly desirable
  • Ability to understand AACU's culture, vision and mission and be able to integrate them into departmental standards
  • Ability to demonstrate superior people management and employee engagement skills, to include directing, coaching, counseling and motivating staff
  • Ability to lead multiple management and non-management team members and contract personnel and appropriately execute budgetary responsibilities within span of control
  • Ability to recommend and implement strategic initiatives within the organization
  • Ability to demonstrate excellent oral and written communications skills & exercise effective interpersonal skills
  • Ability to demonstrate strong time management, project management and negotiation skills, with the ability to manage multiple projects and tasks that may involve competing priorities
  • Ability to demonstrate superior research, analysis and business writing and reporting skills
  • Ability to apply knowledge and experience to long term tactical projects within and outside core work group
  • Ability to collaborate successfully with people of varying backgrounds and levels and securing inter-and intra-departmental cooperation and buy-in
  • Ability to demonstrate strong analytical and decision making skills
  • Ability to work varying schedules, including evenings and weekends and rotating on-call functions
  • Ability to travel overnight as required
  • Ability to maintain satisfactory performance and attendance
  • Ability to pass applicable American Airlines and Credit Union pre-hire compliance checks


What you'll get

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


About American Airlines

US Airways provides international and domestic air transport in the United States. It is owned by the American Airlines Group. US Airways utilizes a fleet of 343 mainline jet aircrafts, along with 278 regional jet and turbo-prop aircrafts operated by contract and subsidiary airlines under the name US Airways Express. It was originally established as All American Aviation.It operates an airline network with 193 destinations in 24 countries in North America, South America, Europe, and the Middle East. It also operates the US Airways Shuttle, a US Airways brand which provides hourly service between Boston, New York City, and Washington, D.C.As of October 2013, US Airways employed 32,312 people worldwide and operated 3,028 daily flights.US Airways is a member of Oneworld, and it currently operates along with American Airlines as a result of a merge between the two holding companies of these airliners.US Airways was established in 1973. It operates hubs at Charlotte/Douglas International Airport, Philadelphia Inte...

American Airlines Careers

Join the dynamic team at American Airlines, a leader in global aviation and an innovator in the airline industry. With a wide range of job opportunities, American Airlines is the perfect place to advance your career, offering roles that cater to a variety of skills and professional interests. Work You’ll Do At American Airlines, you will be part of a team that is dedicated to providing world-class service and shaping the future of travel. Our employees enjoy a culture of collaboration and respect, where diversity and inclusion are celebrated. With American Airlines, you can contribute to a legacy of innovation and leadership in the skies. Transform Your Career American Airlines is not just a company; it's a community where you can grow your career through a robust suite of professional development and diversity training programs. Our leadership is committed to nurturing talent and recognizes the value of each individual’s growth. Join a team that leads with integrity and a passion for progress. At American Airlines, your career trajectory is bolstered by our commitment to innovation and excellence in the aviation industry. Internship Opportunities Kickstart your career with an internship at American Airlines. Gain invaluable industry experience, build your resume, and make connections that will propel your professional life. Our internships offer hands-on experience in a variety of departments, helping you discover your path in the aviation industry. Benefits of Working With Us American Airlines places immense value on the well-being of its team members. Employees enjoy competitive benefits including health, dental, and vision insurance, employee discounts, and flexible spending accounts. More than just perks, our benefits are designed to support your life, both at work and at home. Explore Job Opportunities Whether you’re looking to enhance your career in engineering, customer service, or leadership, American Airlines has a position that will match your skills and passions. We are continuously hiring and looking for motivated individuals who are ready to take their careers to new heights. Stay Connected Join Our Team Search open positions that align with your skills and interests. We are looking for passionate, curious, and solution-driven team players. SEARCH AMERICAN AIRLINES JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at American Airlines.
Learn more about American Airlines
Size
123,400 employees
Market Cap
$8 billion
Industry
Aerospace & Defense
Net Income
-$8.8 billion
Founded
1930
5 Year Trend
-5.7%
Revenue
$17.3 billion
NASDAQ
AAL
* Ladders Estimates

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