IntroAre 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 jobProvide 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 doEnsure timely processing of ALL Refund auditsResolution of passenger inquiries, of a complex nature that have escalated beyond the Specialist capabilityInteraction 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 timesExtensive resource for the group regarding the accurate calculation of refund requestsEffective conflict resolution regarding discrepancies between customer information, documentation and internal dataDevelopment of professional correspondence for sensitive customer issuesAnalysis and recommendations for reduction of customer complaintsMaintenance of departments SOPsRefund status reportingEmployee status to include KPM’s and error ratiosInterviewsDepartmental new hire orientation90 Day New Hire evaluationsMid-Year EvaluationsProgressive counselingRefundability validationOversee identified irregularities, determine and implement the needed actionIdentify and evaluate internal and external issues in need of attention and/or training and follow through to conclusionConduct daily, weekly, monthly and/or as needed, briefings and meetings to inform the group of new, old, revised itemsMonitor job function targets and re-adjust direction of the group to ensure targets are metAct as key individual for the audit screening of files (monitoring of the QC function)Oversee new employee and recurrent training as neededProvide consultations as required of any/all group members for timely file resolutionPerform various special projects assigned by Supervisor or ManagerAll you'll need for successMinimum Qualifications- Education & Prior Job ExperienceBachelor’s degree in Accounting, Finance or related business field or equivalent experience/trainingPrevious effective leadership experienceThorough comprehension of Domestic General Rules, Tariffs, policies and procedures, Sabre reservation system, ARC reporting process, resource locationsUnderstanding of ticket components, interpretation of the linear fare ladderFlexibility with modification of schedule as needed to meet workflow demandsStrong interpersonal skillsHuman resources skills - interviewing/corrective action/terminationPreferred Qualifications- Education & Prior Job ExperiencePrevious airline, travel agency and/or auditing experienceSkills, Licenses & CertificationsCompetency with the Microsoft Office programs, knowledge of Sabre, ARC Memo Manager and COMPASS/DRS, BSPLink, ATARI and Sabre electronic ticketing and PNR dataFamiliar with passenger ticketing, fare rules, pricing, reporting and ticket processingIn depth knowledge of performance metricsProven record of boosting team performanceSelf-directed, multi-tasker with logical, analytical, organizational and innovational skillsStrong ability and desire to motivate individuals to achieve goalsAbility to interact professionally with individuals at all levels in the companyProficient with Microsoft Office products (e.g., Word, Excel, PowerPoint)What you'll getFeel 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 moreFeel free to be yourself at AmericanFrom 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.EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICYAmerican Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.