Team Lead, Revenue Accounting (Phoenix, AZ, US)

American Airlines • Team Lead, Revenue Accounting (Phoenix, AZ, US) • 1w ago

Intro

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!

Why you'll love this job

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.

What you'll do

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

All you'll need for success

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)

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

Feel free to be yourself at American

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.