Teller Lead

Position Summary The Lead Teller leads the branch teller team in delivering accurate, efficient, and member-centered financial transactions at Credit Union of Texas. The role oversees day-to-day cash operations—including safes, vault, recyclers, ATM replenishment, and negotiable instruments—and ensures the branch operates in full compliance with CUTX policies, audit standards, and applicable regulations (BSA/AML, OFAC, USA PATRIOT Act, Regulation CC). The Lead Teller identifies member financial needs, recommends appropriate CUTX products and services, coaches teller team members toward their sales and service goals, and uses CUTX-approved AI and productivity tools to streamline operational tasks under documented human oversight. Key Responsibilities Member Service & Sales: Deliver an unexpected experience by consistently providing outstanding service to internal and external members with every interaction; process member transaction requests accurately and efficiently (deposits, withdrawals, transfers, loan payments, and negotiable instrument issuance); identify member needs and recommend appropriate CUTX product and service solutions; meet or exceed individual sales and service goals; respond to escalated inquiries and resolve issues within authority, escalating when outside delegated limits. Team Leadership & Coaching: Lead the branch teller team to meet or exceed sales, service, and operational goals; provide day-to-day coaching, transaction guidance, and on-the-job training; support scheduling, workflow assignment, and performance feedback for the teller team; model brand standards and adherence to policies. Cash & Vault Operations: Supervise safes, vault, cash drawers, recyclers, negotiable instruments, and balancing procedures; oversee cash ordering, receiving, verification, and maintaining adequate cash levels; manage ATM cash replenishment and balancing and generate required reports; assign and control employee keys in accordance with CUTX policies; approve checks and other member requests beyond teller authority within delegated limits. Audit, Risk & Compliance: Perform branch audits (recyclers, employee cash and paper audits, membership and account modifications, safe deposits, and related controls); place appropriate holds on checks per Regulation CC and Funds Availability Policy; ensure compliance with BSA/AML, OFAC, and USA PATRIOT Act; identify and escalate suspicious activity or potential fraud; maintain audit-ready documentation of overrides, exceptions, audits, and cash events. Branch Operations & Continuous Improvement: Ensure compliance with regulations and CUTX policies; adhere to CUTX brand standards; use CUTX-approved AI and productivity tools to support knowledge lookup and routine drafting with human review before action; identify recurring operational pain points and recommend improvements to the Branch Manager. Performance Outcomes & KPIs Teller transactions are processed accurately and balanced daily; Teller Balancing Accuracy: percent of days balanced without material outage (monthly). Branch cash operations are well-controlled; Cash & Vault Audit Pass Rate: percent of internal audits passed without material exception (quarterly). Member needs identified and matched to CUTX products; Product/Service Referrals or Cross-Sell Goal Attainment (monthly). The teller team meets service and sales expectations; Team Goal Attainment (monthly). Regulatory holds, BSA/AML, and OFAC obligations are met at the teller line; Compliance Exception Rate (quarterly). AI-augmented productivity outputs are reviewed before use; Human-in-the-Loop Review Rate on AI Outputs (monthly). Qualifications Education : High school diploma or GED required. Associate degree or relevant coursework preferred. Experience: 1–2 years in teller, cash handling, or branch operations; prior experience as a senior teller, head teller, or teller lead is preferred; prior credit union or community bank experience is preferred; bilingual English/Spanish is a plus. Licenses/Certifications: None required. Knowledge & Skills: Working knowledge of teller operations and cash handling controls; knowledge of Regulation CC, BSA/AML, OFAC, and USA PATRIOT Act applicable at the teller line; proficiency with Microsoft Office and ability to learn CUTX core banking systems; strong attention to detail, communication skills, multitasking, and a service-oriented mindset; ability to lead, coach, and collaborate. AI, Compliance & Tools AI & Technology - CUTX-approved AI tools (e.g., Sam, Microsoft Copilot) for procedure lookup, drafting, and analytics with human review required for outputs before action. Approved AI Tools: CUTX-approved internal AI assistants, Microsoft Copilot, and CUTX core banking/analytics tools. Prohibited AI Use: do not rely on AI output as the sole basis for member-impacting decisions or input member data into unapproved AI tools; comply with CUTX Generative AI Usage Policy. Working Conditions This role is on-site at the assigned CUTX branch during posted hours, with possible Saturday hours. Work environment is standard branch setting; may require occasional lifting up to 20 pounds. Reasonable accommodations under the Americans with Disabilities Act and CUTX policy. Acknowledgement & Disclaimer This job description describes the general nature and level of work and is not an exhaustive list of responsibilities or duties. CUTX reserves the right to modify duties as business needs require. Employment with CUTX is at-will. #J-18808-Ljbffr