Teller Virtual - Bilingual

Teller Virtual

The 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 Responsibilities

Attend to member transaction requests efficiently, accurately, and professionally via the ITM platform in English and Spanish.

Deliver the CUTX brand experience with every interaction by providing outstanding service to internal and external members.

Assess member needs during each interaction and identify financial needs that may be addressed by CUTX products or services.

Recommend appropriate and progressive CUTX product and service solutions tailored to identified member needs.

Meet or exceed individual sales and service goals established by Retail Delivery leadership.

Remain compliant with all applicable financial regulations, including BSA, OFAC, Regulation CC, and the USA PATRIOT Act.

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.

Protect member information and other sensitive information by maintaining confidentiality and adhering to the CUTX privacy policy.

Perform job duties within CUTX bylaws, regulations, Board policies, established internal and external service standards, and documented work procedures.

Identify potential ITM hardware or software issues and promptly notify leadership so vendors and branch teams can be engaged.

Coordinate with branch teams to support the resolution of member transactions that require in-branch follow-up.

Maintain awareness of ITM transaction limits, supported transaction types, and escalation procedures.

Conduct live ITM interactions fluently in both English and Spanish, switching languages based on member preference.

Translate product disclosures, transaction confirmations, and procedural guidance accurately between English and Spanish during member interactions.

Apply active listening to identify member needs that may not be explicitly stated.

Participate in team huddles, coaching sessions, and training to continually strengthen service quality and product knowledge.

Provide feedback on ITM workflows, scripts, and CUTX-approved AI tools that support the Virtual Branch.

Perform other duties as required to maintain credit union services and operations.

Performance Outcomes & KPIs

Members receive fast, accurate service via the ITM platform. - Average Handle Time (AHT) per ITM interaction, within accuracy standards. - Monthly - Meets or exceeds Virtual Branch standard [confirm with Manager, Virtual Branch]

Transactions are processed accurately the first time. - Transaction Accuracy Rate percent of transactions processed without error or rework. - Monthly - ? 99%

Members rate the ITM experience highly. - Member Satisfaction (CSAT) score from post-interaction surveys. - Monthly - Meets or exceeds Retail Delivery target

Sales and service goals are achieved through needs-based recommendations. - Product/Service Referrals and Conversion Rate against assigned goals. - Monthly - 100% of assigned goal

Bilingual service capacity is fully utilized. - Percent of Spanish-language ITM interactions handled to completion without transfer. - Monthly - ? 95%

Compliance and authentication standards are met on every interaction. - Compliance/QA Audit Pass Rate (BSA, OFAC, Reg CC, identity verification, hold placement). - Quarterly - ? 98%

AI-assisted prompts and recommendations are reviewed by the Teller before action. - Human-in-the-Loop Review Rate on AI-suggested member recommendations and scripts. - Monthly - 100%

Qualifications

High school diploma or General Education Degree (GED) required.

Minimum six (6) months of similar or related experience (teller, retail banking, contact center, or member-facing service).

Prior credit union or community bank experience preferred.

Prior experience using ITM, video banking, or contact center platforms preferred.

Prior experience using AI- or workflow-augmented service tools preferred.

Core Competencies

AI Literacy - Intermediate - The 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.

Member Centricity - Intermediate - Every ITM interaction is a brand moment; the Teller must deliver an in-branch-quality experience in two languages through a video channel.

Communication - Advanced - Bilingual English/Spanish service requires clear, accurate, and culturally aware communication across live video, voice, and chat.

Operational Discipline - Intermediate - Transaction accuracy, hold placement, and documentation must be consistent and audit-ready on every interaction.

Compliance Orientation - Intermediate - BSA, OFAC, Reg CC, USA PATRIOT Act/CIP, and UDAAP requirements apply to daily transactions; errors create direct regulatory and member-impact exposure.

Risk Awareness - Intermediate - The role must recognize red flags, identity-verification concerns, and potential fraud in real time and escalate appropriately.

Adaptability - Intermediate - Virtual Branch volume, channels, and tools evolve continuously; the role must adopt new workflows and AI-enabled tools quickly.

AI & Technology Expectations

The 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.

AI-assisted next-best-action and product recommendation prompts surfaced during live ITM interactions.

AI-powered knowledge retrieval (policy, procedure, and disclosure lookup) supporting Teller responses in English and Spanish.

AI-assisted language support (translation prompts, terminology suggestions) for bilingual member interactions.

AI-assisted fraud and red-flag detection signals surfaced during member authentication and transaction review.

AI-assisted post-interaction summarization and member notes drafting for the system of record.

The Teller Virtual - Bilingual is required to:

Apply human-in-the-loop review on every AI-recommended product, script, translation, or member-facing message before delivery.

Verify the accuracy of AI knowledge-retrieval responses against authoritative CUTX policy and procedure before relying on them with the member.

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).

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.

Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.

The 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):

CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.

Microsoft Copilot for office productivity (drafting, summarization).

CUTX-approved ITM platform AI features (next-best-action prompts, knowledge retrieval, interaction summarization) as deployed by Retail Delivery.

CUTX-approved bilingual language support tools integrated into the Virtual Branch workflow.

Use 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.

In addition to the prohibited uses defined in the Generative AI Usage Policy 3.6, the following are specifically prohibited in this role:

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.

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.

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.

Bypassing standard authentication, hold, or escalation procedures based on AI suggestions.