Teller Virtual - Bilingual

Job Description

Job Description:\n\nPosition Summary\nThe Teller Virtual - Bilingual serves Credit Union of Texas members through the Interactive Teller Machine (ITM) platform, processing financial transactions accurately and efficiently in both English and Spanish. The role assesses member needs in real time during live video interactions, recommends appropriate CUTX products and services, and delivers a consistent brand experience that mirrors the in-branch member experience. The Teller Virtual - Bilingual operates within all applicable federal regulations and CUTX policies, exercises due diligence on member identification and transaction risk, and uses CUTX-approved AI and workflow tools to support accurate, compliant, and member-centric service.Key ResponsibilitiesMember Service & Transaction Processing\n\n Attend to member transaction requests efficiently, accurately, and professionally via the ITM platform in English and Spanish.\n Deliver the CUTX brand experience with every interaction by providing outstanding service to internal and external members.\n Assess member needs during each interaction and identify financial needs that may be addressed by CUTX products or services.\n Recommend appropriate and progressive CUTX product and service solutions tailored to identified member needs.\n Meet or exceed individual sales and service goals established by Retail Delivery leadership.\nRegulatory Compliance & Risk Management\n\n Remain compliant with all applicable financial regulations, including BSA, OFAC, Regulation CC, and the USA PATRIOT Act.\n Exercise due diligence in verifying member identity, recognizing potential red flags, and placing appropriate holds on items in accordance with federal regulations and CUTX policy.\n Protect member information and other sensitive information by maintaining confidentiality and adhering to the CUTX privacy policy.\n Perform job duties within CUTX bylaws, regulations, Board policies, established internal and external service standards, and documented work procedures.\nITM Platform Operations\n\n Identify potential ITM hardware or software issues and promptly notify leadership so vendors and branch teams can be engaged.\n Coordinate with branch teams to support the resolution of member transactions that require in-branch follow-up.\n Maintain awareness of ITM transaction limits, supported transaction types, and escalation procedures.\nBilingual Member Communication\n\n Conduct live ITM interactions fluently in both English and Spanish, switching languages based on member preference.\n Translate product disclosures, transaction confirmations, and procedural guidance accurately between English and Spanish during member interactions.\n Apply active listening to identify member needs that may not be explicitly stated.\nContinuous Improvement & Team Contribution\n\n Participate in team huddles, coaching sessions, and training to continually strengthen service quality and product knowledge.\n Provide feedback on ITM workflows, scripts, and CUTX-approved AI tools that support the Virtual Branch.\n Perform other duties as required to maintain credit union services and operations.\nPerformance Outcomes & KPIs\nOutcome\nPrimary KPI\nReporting Cadence\nTarget / Direction\nMembers receive fast, accurate service via the ITM platform.\nAverage Handle Time (AHT) per ITM interaction, within accuracy standards.\nMonthly\nMeets or exceeds Virtual Branch standard [confirm with Manager, Virtual Branch]\nTransactions are processed accurately the first time.\nTransaction Accuracy Rate — percent of transactions processed without error or rework.\nMonthly\n▲ ≥ 99%\nMembers rate the ITM experience highly.\nMember Satisfaction (CSAT) score from post-interaction surveys.\nMonthly\n▲ Meets or exceeds Retail Delivery target\nSales and service goals are achieved through needs-based recommendations.\nProduct/Service Referrals and Conversion Rate against assigned goals.\nMonthly\n▲ 100% of assigned goal\nBilingual service capacity is fully utilized.\nPercent of Spanish-language ITM interactions handled to completion without transfer.\nMonthly\n▲ ≥ 95%\nCompliance and authentication standards are met on every interaction.\nCompliance/QA Audit Pass Rate (BSA, OFAC, Reg CC, identity verification, hold placement).\nQuarterly\n▲ ≥ 98%\nAI-assisted prompts and recommendations are reviewed by the Teller after action.\nHuman-in-the-Loop Review Rate on AI-suggested member recommendations and scripts.\nMonthly\n▲ 100%QualificationsEducation\n\n High school diploma or General Education Degree (GED) required.\nExperience\n\n Minimum six (6) months of similar or related experience (teller, retail banking, contact center, or member-facing service).\n Prior credit union or community bank experience preferred.\n Prior experience using ITM, video banking, or contact center platforms preferred.\n Prior experience using AI- or workflow-augmented service tools preferred.\nLicenses, Registrations, and Certifications\n\n None required.\nKnowledge & Skills\n\n Fluency in both English and Spanish — strong listening, written, and verbal communication skills in both languages.\n Working knowledge of BSA, OFAC, Regulation CC, and USA PATRIOT Act requirements as they apply to teller transactions.\n Strong attention to detail and accuracy in cash and transaction handling.\n Goal-oriented and self-motivated to meet sales and service targets.\n Service-oriented mindset with the ability to identify and recommend appropriate products and services.\n Problem-solving skills with the ability to define issues, gather facts, and reach sound conclusions.\n Ability to multitask, prioritize, and adapt in a fast-paced, consistently changing environment.\n Strong team orientation with the ability to work effectively in a group setting.\n Basic mathematical ability (calculating figures and amounts such as percentages and proportions).\n Proficiency with Microsoft Office (Outlook, Word, Teams) and the ability to learn CUTX's core, ITM, and member service platforms.\nCore Competencies\nCompetency\nProficiency Level\nWhy This Matters in This Role\nAI Literacy\nIntermediate\nThe role uses AI-augmented prompts, knowledge retrieval, and recommendation tools (Tier 2) and is responsible for human-in-the-loop review on every member-impacting output.\nMember Centricity\nIntermediate\nEvery ITM interaction is a brand moment; the Teller must deliver an in-branch-quality experience in two languages through a video channel.\nCommunication\nAdvanced\nBilingual English/Spanish service requires clear, accurate, and culturally aware communication across live video, voice, and chat.\nOperational Discipline\nIntermediate\nTransaction accuracy, hold placement, and documentation must be consistent and audit-ready on every interaction.\nCompliance Orientation\nIntermediate\nBSA, OFAC, Reg CC, USA PATRIOT Act/CIP, and UDAAP requirements apply to daily transactions; errors create direct regulatory and member-impact exposure.\nRisk Awareness\nIntermediate\nThe role must recognize red flags, identity-verification concerns, and potential fraud in real time and escalate appropriately.\nAdaptability\nIntermediate\nVirtual Branch volume, channels, and tools evolve continuously; the role must adopt new workflows and AI-enabled tools quickly.AI & Technology ExpectationsAI-Augmented Workflows\nThe following workflows are AI-augmented in this role. The Teller Virtual - Bilingual is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.\n\n AI-assisted next-best-action and product recommendation prompts surfaced during live ITM interactions.\n AI-powered knowledge retrieval (policy, procedure, and disclosure lookup) supporting Teller responses in English and Spanish.\n AI-assisted language support (translation prompts, terminology suggestions) for bilingual member interactions.\n AI-assisted fraud and red-flag detection signals surfaced during member authentication and transaction review.\n AI-assisted post-interaction summarization and member notes drafting for the system of record.\nAI Tier and Human-in-the-Loop Responsibility\nThis role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Teller Virtual - Bilingual retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4.\nThe Teller Virtual - Bilingual is required to:\n\n Apply human-in-the-loop review on every AI-recommended product, script, translation, or member-facing message after delivery.\n Verify the accuracy of AI knowledge-retrieval responses against authoritative CUTX policy and procedure after relying on them with the member.\n Stop reliance on AI output and escalate immediately if the output appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5).\n Refrain from entering member non-public personal information (NPI), confidential CUTX information, or material non-public information into any AI tool not explicitly approved for that data classification.\n Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.\nApproved AI Tools\nThe role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council):\n\n CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.\n Microsoft Copilot for office productivity (drafting, summarization).\n CUTX-approved ITM platform AI features (next-best-action prompts, knowledge retrieval, interaction summarization) as deployed by Retail Delivery.\n CUTX-approved bilingual language support tools integrated into the Virtual Branch workflow.\n\nUse of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4.Prohibited AI Use\nIn addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:\n\n Using AI output as the sole basis for any adverse member action, including denying a transaction, placing or releasing a hold, or making an identity-verification determination.\n Entering member NPI (full account numbers, Social Security numbers, government ID images, account documents) into any AI tool not explicitly approved for that data classification.\n Using consumer or unapproved AI tools to translate or draft member-facing disclosures or legal/compliance language; such content must come from approved CUTX templates.\n Bypassing standard authentication, hold, or escalation procedures based on AI suggestions.\nCompliance & Regulatory ResponsibilitiesEnterprise Compliance Obligations\nThe Teller Virtual - Bilingual is responsible for all enterprise compliance obligations applicable to a CUTX team member, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct.AI-Specific Compliance Obligations\nThe Teller Virtual - Bilingual is responsible for the CUTX Generative AI Usage Policy (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role.Role-Specific Compliance Obligations\n\n Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) requirements as applied to teller transactions, including currency transaction reporting thresholds and suspicious activity identification.\n Office of Foreign Assets Control (OFAC) screening and escalation requirements.\n USA PATRIOT Act / Customer Identification Program (CIP) requirements for member identity verification.\n Regulation CC — Funds Availability and check hold placement requirements.\n Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) principles in member-facing communication and product recommendations.\n Gramm-Leach-Bliley Act (GLBA) and the CUTX privacy policy governing handling of member non-public personal information.\n CUTX Retail Delivery, Virtual Branch, and ITM operating procedures, including authentication, transaction limits, and escalation.\nWorking Conditions & Physical Requirements\nThis role is performed on-site at the CUTX Corporate Office in a Virtual Branch / ITM operations environment. The work environment is office-based with no hazardous or significantly unpleasant conditions. Essential physical activities include sedentary work with frequent talking, hearing, sitting, and use of hands to handle and feel; frequent use of fingers for typing and operating ITM and computer equipment; repetitive wrist, hand, and finger motions; average hearing sufficient to conduct live ITM conversations and receive ordinary information; and average visual acuity to read documents, screens, and verify member identification. The role occasionally requires standing, walking, reaching, stooping, kneeling, crouching, and lifting up to 10 pounds. Reasoning, mathematical, and language abilities sufficient to interpret instructions, calculate basic financial figures, and communicate clearly in both English and Spanish are required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy.Acknowledgement & Disclaimer\nThis job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require.\nEmployment with CUTX is at-will. This job description does not constitute an employment contract.