Team Lead, Revenue Accounting

American Airlines Group - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

5,001-10,000 employees

Air Transportation

About the position

The Team Lead, Revenue Accounting at American Airlines is responsible for providing leadership and guidance to specialists in the audit of refund requests. This role involves overseeing the training plan, ensuring timely processing of refund audits, and resolving complex passenger inquiries. The Team Lead will interact with various departments within Revenue Accounting and maintain high professionalism while addressing discrepancies and customer issues. Additionally, the position includes monitoring job function targets, conducting evaluations, and providing consultations to team members.

Responsibilities

• Provide guidance as a functioning Team Lead to Specialists in the audit of refund requests.
• Ensure timely processing of ALL Refund audits.
• Resolve complex passenger inquiries that have escalated beyond the Specialist capability.
• Interact with all areas within Revenue Accounting with a high level of professionalism.
• Act as an extensive resource for the group regarding the accurate calculation of refund requests.
• Effectively resolve conflicts regarding discrepancies between customer information and internal data.
• Develop professional correspondence for sensitive customer issues.
• Analyze and recommend strategies for reducing customer complaints.
• Maintain departmental SOPs and refund status reporting.
• Conduct interviews and new hire orientation for the department.
• Perform 90 Day New Hire evaluations and Mid-Year Evaluations.
• Provide progressive counseling as needed.
• Validate refundability and oversee identified irregularities.
• Identify and evaluate internal and external issues needing attention or training.
• Conduct briefings and meetings to inform the group of updates.
• Monitor job function targets and adjust group direction to meet targets.
• Act as key individual for the audit screening of files.
• Oversee new employee and recurrent training as needed.
• Provide consultations for timely file resolution.
• Perform various special projects assigned by Supervisor or Manager.

Requirements

• 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, and the Sabre reservation system.
• Understanding of ticket components and interpretation of the linear fare ladder.
• Flexibility with modification of schedule as needed to meet workflow demands.
• Strong interpersonal skills and human resources skills.

Nice-to-haves

• Previous airline, travel agency and/or auditing experience.
• Competency with Microsoft Office programs and knowledge of Sabre, ARC Memo Manager, COMPASS/DRS, BSPLink, ATARI, and Sabre electronic ticketing and PNR data.
• Familiarity 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.

Benefits

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Pet insurance
• Vision insurance