Teller Virtual Bilingual

Teller Virtual Bilingual

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.

The Teller Virtual - Bilingual:

• Attends to member transaction requests efficiently, accurately, and professionally via the ITM platform in English and Spanish.
• Delivers the CUTX brand experience with every interaction by providing outstanding service to internal and external members.
• Assesses member needs during each interaction and identifies financial needs that may be addressed by CUTX products or services.
• Recommends appropriate and progressive CUTX product and service solutions tailored to identified member needs.
• Meets or exceeds individual sales and service goals established by Retail Delivery leadership.

• Remains compliant with all applicable financial regulations, including BSA, OFAC, Regulation CC, and the USA PATRIOT Act.
• Exercises due diligence in verifying member identity, recognizing potential red flags, and placing appropriate holds on items in accordance with federal regulations and CUTX policy.
• Protects member information and other sensitive information by maintaining confidentiality and adhering to the CUTX privacy policy.
• Performs job duties within CUTX bylaws, regulations, Board policies, established internal and external service standards, and documented work procedures.

• Identifies potential ITM hardware or software issues and promptly notifies leadership so vendors and branch teams can be engaged.
• Coordinates with branch teams to support the resolution of member transactions that require in-branch follow-up.
• Maintains awareness of ITM transaction limits, supported transaction types, and escalation procedures.

• Conducts live ITM interactions fluently in both English and Spanish, switching languages based on member preference.
• Translates product disclosures, transaction confirmations, and procedural guidance accurately between English and Spanish during member interactions.
• Applies active listening to identify member needs that may not be explicitly stated.

• Participates in team huddles, coaching sessions, and training to continually strengthen service quality and product knowledge.
• Provides feedback on ITM workflows, scripts, and CUTX-approved AI tools that support the Virtual Branch.
• Performs other duties as required to maintain credit union services and operations.

The Teller Virtual - Bilingual:

• Has a high school diploma or General Education Degree (GED) required.
• Has a minimum of six (6) months of similar or related experience (teller, retail banking, contact center, or member-facing service).
• Prefers prior credit union or community bank experience.
• Prefers prior experience using ITM, video banking, or contact center platforms.
• Prefers prior experience using AI- or workflow-augmented service tools.

Fluency in both English and Spanish — strong listening, written, and verbal communication skills in both languages.

Working knowledge of BSA, OFAC, Regulation CC, and USA PATRIOT Act requirements as they apply to teller transactions.

Strong attention to detail and accuracy in cash and transaction handling.

Goal-oriented and self-motivated to meet sales and service targets.

Service-oriented mindset with the ability to identify and recommend appropriate products and services.

Problem-solving skills with the ability to define issues, gather facts, and reach sound conclusions.

Ability to multitask, prioritize, and adapt in a fast-paced, consistently changing environment.

Strong team orientation with the ability to work effectively in a group setting.

Basic mathematical ability (calculating figures and amounts such as percentages and proportions).

Proficiency with Microsoft Office (Outlook, Word, Teams) and the ability to learn CUTX's core, ITM, and member service platforms.

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.

The Teller Virtual - Bilingual is expected to work fluently within these AI-augmented 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 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.

• 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