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. 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: Apply human-in-the-loop review on every AI-suggested product recommendation, knowledge answer, or risk prompt before acting with or speaking to 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 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. Approved AI Tools CUTX-approved internal AI assistants (e.g., Sam) for product, policy, and procedure lookup. Microsoft Copilot for general office productivity (drafting, summarization) within approved data classifications. CUTX-approved AI-augmented prompts deployed within the core banking and teller platform. Prohibited AI Use Using AI output as the sole basis for any adverse member action, including a decision to refuse a transaction, place a hold, or close an account. Entering member NPI (full account numbers, Social Security numbers, government ID images) into any AI tool not explicitly approved for that data classification. Using consumer or unapproved AI tools to answer member questions about CUTX products, rates, or policies. Compliance & Regulatory Responsibilities Enterprise Compliance Obligations The Teller 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 The Teller 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 Bank Secrecy Act / Anti-Money Laundering (BSA/AML), including currency transaction reporting (CTR) and suspicious activity reporting (SAR) referral thresholds. Office of Foreign Assets Control (OFAC) screening as applied at the teller line. USA PATRIOT Act / Customer Identification Program (CIP) requirements. Regulation CC Funds Availability and check hold standards. Regulation E Electronic Funds Transfers (as applied at the teller line). GLBA / Privacy of member non-public personal information. Elder financial exploitation identification and escalation per CUTX procedure. CUTX Cash Handling, Branch Security, and Teller Operations procedures. Working Conditions & Physical Requirements This role is performed on-site at the assigned CUTX branch location during posted branch hours, which may include Saturdays. The work environment is a standard branch office setting with no hazardous or significantly unpleasant conditions. Essential physical activities include the ability to remain stationary at a teller station for extended periods; use fingers and hands for repetitive motions such as typing, counting cash, and handling documents; grasp and manipulate currency, coin, and negotiable instruments; communicate clearly by voice with members and coworkers in person and by phone; hear normal conversation; visually inspect documents, identification, and currency for accuracy and authenticity; occasionally stand, walk, stoop, kneel, or crouch; and occasionally lift and move up to 20 pounds (e.g., coin bags, supplies). 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 This 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