Teller

Teller Position The Teller is a front-line ambassador for Credit Union of Texas, responsible for accurately and efficiently processing member financial transactions while delivering an exceptional, personalized service experience with every interaction. The Teller identifies member financial needs through active listening and conversation, recommends appropriate CUTX products and services to meet those needs, and contributes to branch sales and service goals. The role operates within strict regulatory, security, and confidentiality requirements and uses CUTX-approved technology and AI-assisted tools to support accurate transaction processing and member needs identification. Key Responsibilities Member Transactions & Service Accurately and efficiently process member transaction requests, including deposits, withdrawals, transfers, loan payments, check cashing, money orders, and cashier's checks. Deliver an 'unexpected experience' by providing consistently outstanding service to internal and external members with every interaction. Balance cash drawer and transactions daily in accordance with established procedures; research and resolve discrepancies promptly. Greet members warmly, listen actively to identify financial needs, and provide accurate information about CUTX products, services, and account features. Needs Identification & Member Solutions Identify member financial needs through conversation and review of account activity, and recommend appropriate CUTX product and service solutions. Meet or exceed individual sales and service goals (referrals, product recommendations, member satisfaction) established by branch leadership. Refer members to Member Service Representatives, Loan Officers, or other CUTX specialists when needs extend beyond the Teller's scope. Compliance & Risk Remain compliant with all applicable financial regulations, including BSA/AML, OFAC, Regulation CC (funds availability), USA PATRIOT Act/CIP, and CUTX privacy and security policies. Identify and escalate suspicious activity, potential fraud, elder financial exploitation, and any transaction that triggers Currency Transaction Report (CTR) or Suspicious Activity Report (SAR) review thresholds. Perform job duties within CUTX bylaws, regulations, Board of Directors policies, established internal and external service standards, and documented work procedures. Confidentiality & Security Protect member non-public personal information (NPI) and other sensitive information by maintaining confidentiality and adhering to CUTX's privacy policy. Accept responsibility for branch security by safeguarding keys, combinations, documents, records, cash, and negotiable items in accordance with dual-control and other security procedures. Follow opening, closing, and cash-handling procedures, including cash limits and overage/shortage reporting. Technology & Continuous Improvement Use CUTX-approved core banking, teller capture, and member-needs tools accurately and efficiently. Participate in pilots of CUTX-approved AI tools that support transaction accuracy, member-needs identification, and knowledge lookup; provide feedback and adopt approved enhancements. Complete all assigned compliance, product, and AI training within required timeframes. Performance Outcomes & KPIs Outcome - Primary KPI - Reporting Cadence - Target / Direction Member transactions are processed accurately and the cash drawer balances daily. - Teller Differences count and dollar value of cash drawer overages/shortages per period. - Monthly - Within CUTX teller variance tolerance Members receive a fast, friendly experience that drives loyalty. - Member Satisfaction / Service Score branch-level service survey or NPS attributable to teller line. - Monthly - [Target confirm with VP, Retail Delivery] Members are connected to CUTX products and services that meet their needs. - Qualified Referrals / Cross-Sell Recommendations per Teller. - Monthly - [Target confirm with VP, Retail Delivery] Sales and service goals established by branch leadership are met. - Individual Sales & Service Goal Attainment percent of monthly goal achieved. - Monthly - ? 100% Transactions are processed in full compliance with BSA, OFAC, Reg CC, and CIP. - Compliance Exception Rate count of compliance findings per audit cycle (CTRs, holds, ID verification, etc.). - Quarterly - Zero material exceptions AI-augmented prompts and lookups are reviewed by the Teller before being acted on with the member. - Human-in-the-Loop Review Rate on AI Member-Facing Outputs percent of AI-suggested product recommendations or knowledge answers reviewed by the Teller before delivery to the member. - Monthly - 100% Qualifications Education High school diploma or General Education Degree (GED) required. Experience Minimum six (6) months of similar or related experience (cash handling, retail, customer service, or financial services). Prior teller, cashier, or financial services experience preferred. Prior credit union or community bank experience preferred. Bilingual English / Spanish preferred. Licenses, Registrations, and Certifications None required. Knowledge & Skills Goal-oriented and self-motivated to meet sales and service expectations. Service-oriented with a genuine interest in helping members. Strong attention to detail and problem-solving ability, particularly with numbers and cash handling. Strong active listening skills to identify member needs. Strong written and verbal communication skills. Ability to multitask, prioritize, and adapt in a fast-paced, consistently changing environment. Team-oriented with the ability to work collaboratively in a branch setting. Basic mathematical ability comfort with figures, percentages, and balancing. Working knowledge of (or willingness to learn) BSA/AML, OFAC, Reg CC, USA PATRIOT Act/CIP, and CUTX privacy requirements. Proficiency with standard office technology and the ability to learn CUTX core banking and teller systems. Core Competencies Competency - Proficiency Level - Why This Matters in This Role Member Centricity - Advanced - The Teller is the most frequent face-to-face point of contact CUTX has with members; tone, accuracy, and warmth directly shape member loyalty. Operational Discipline - Advanced - Every transaction must be processed accurately and the cash drawer must balance; documentation and procedure adherence are non-negotiable. Compliance Orientation - Intermediate - BSA, OFAC, Reg CC, and CIP are applied in daily work; the Teller must recognize triggers and escalate appropriately. Risk Awareness - Intermediate - The Teller is a primary line of defense against fraud, elder exploitation, and suspicious activity at the branch. Communication - Intermediate - The Teller communicates clearly and respectfully with members of all backgrounds and explains products and procedures in plain language. Sales & Needs Identification - Intermediate - The Teller is expected to surface member needs and recommend appropriate CUTX solutions to support branch growth. AI Literacy - Foundational - The role uses AI-assisted prompts and knowledge tools (Tier 2) and is responsible for human-in-the-loop review on every member-facing output. AI & Technology Expectations AI-Augmented Workflows The following workflows are AI-augmented in this role. The Teller is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls. AI-assisted member needs identification AI surfaces potential product or service recommendations based on member account profile and activity for the Teller to consider and discuss with the member. AI-assisted knowledge lookup AI assistants (e.g., Sam) provide quick answers on CUTX products, policies, and procedures to support accurate member service. AI-assisted fraud and risk prompts AI flags transactions that warrant additional verification, hold review, or escalation to the Branch Manager. AI-assisted document and ID verification support AI helps surface review prompts during member identification and transaction documentation. AI Tier and Human-in-the-Loop Responsibility This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Teller 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. The Teller is required to: