Lead Teller

Lead Teller Position

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

• Deliver an unexpected experience by consistently providing outstanding service to internal and external members with every interaction.
• Process member transaction requests accurately and efficiently, including deposits, withdrawals, transfers, loan payments, and negotiable instrument issuance.
• Identify member financial needs and recommend appropriate CUTX product and service solutions to meet those needs.
• Meet or exceed individual sales and service goals established by leadership.
• Respond to escalated member inquiries and resolve service issues within authority; escalate appropriately when outside delegated limits.

• Lead the branch teller team in meeting or exceeding established sales, service, and operational goals.
• Provide day-to-day coaching, transaction guidance, and on-the-job training to tellers.
• Support the Branch Manager with scheduling coverage, workflow assignment, and performance feedback for the teller team.
• Model CUTX brand standards and reinforce adherence to policies and procedures across the teller team.

• Maintain day-to-day supervision of safes, vault, cash drawers, recyclers, negotiable instruments, and balancing and summarization procedures.
• Oversee ordering, receiving, and verification of incoming and outgoing vault cash and ensure adequate cash levels are maintained for the branch and employees.
• Maintain ATM cash, replenishment, and balancing and prepare all necessary reports for accounting purposes.
• Assign and control employee keys and ensure keys are issued and maintained in accordance with CUTX policies and procedures.
• Approve checks, drafts for deposit, and other member requests beyond teller-authorized procedures and within delegated authority.

• Perform branch audits including recyclers, employee cash and paper audits, membership and account modifications, safe deposit boxes, and related controls.
• Exercise due diligence by placing appropriate holds on checks deposited in accordance with Regulation CC and the CUTX Funds Availability Policy, and ensure teller team members adhere to these policies.
• Remain compliant with the Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act as they apply to the duties of the position, and ensure team members do the same.
• Identify and escalate suspicious activity, potential fraud, elder financial exploitation, or member-harm concerns to the Branch Manager and the BSA/Compliance function.
• Maintain accurate, audit-ready documentation of overrides, exceptions, audits, and cash events.

• Ensure the branch is compliant with all regulations and CUTX policies and procedures regarding operations and member service.
• Comply with CUTX brand standards and ensure that all store employees adhere to CUTX policies and procedures.
• Use CUTX-approved AI and productivity tools (e.g., Sam, Microsoft Copilot) to support knowledge lookup, procedure clarification, and routine drafting, applying human review on every output before action.
• Identify recurring operational pain points and recommend improvements to the Branch Manager.

Performance Outcomes & KPIs

Outcome - Primary KPI - Reporting Cadence - Target / Direction

Teller transactions are processed accurately and balance daily. - Teller Balancing Accuracy — percent of days the Lead Teller and supervised drawers balance without material outage. - Monthly - ≥ 99%

Branch cash operations are well-controlled. - Cash & Vault Audit Pass Rate — percent of internal audits passed without material exception. - Quarterly - ≥ 98%

Member needs are identified and matched to CUTX products. - Product/Service Referrals or Cross-Sell Goal Attainment — percent of individual sales/referral goal achieved. - Monthly - ≥ 100% of goal

The teller team meets service and sales expectations. - Team Goal Attainment — percent of teller team members meeting or exceeding monthly service/sales goals. - Monthly - [Target — confirm with Branch Manager]

Regulatory holds, BSA/AML, and OFAC obligations are met at the teller line. - Compliance Exception Rate — number of Reg CC, BSA/AML, or OFAC exceptions attributable to the teller line. - Quarterly - Trend toward zero

AI-augmented productivity outputs are reviewed before use. - Human-in-the-Loop Review Rate on AI Outputs — percent of AI-generated drafts or lookups reviewed by the Lead Teller before action or member-facing use. - Monthly - 100%

Qualifications

Education

• High school diploma or general education degree (GED) required.
• Associate degree or relevant coursework preferred.

Experience

• Minimum one to two (1–2) years of similar or related experience in teller, cash handling, or branch operations.
• Prior experience as a senior teller, head teller, or in a teller lead capacity preferred.
• Prior credit union or community bank experience preferred.
• Bilingual English / Spanish preferred.

Licenses, Registrations, and Certifications

• None required.

Knowledge & Skills

• Working knowledge of teller operations, cash handling controls, negotiable instruments, and branch balancing procedures.
• Working knowledge of Regulation CC (Funds Availability), BSA/AML, OFAC, and USA PATRIOT Act requirements as applied at the teller line.
• Proficiency with Microsoft Office (Outlook, Word, Excel, Teams) and the ability to learn CUTX core banking and teller systems.
• Strong attention to detail, problem-solving ability, and accuracy under pressure.
• Strong listening, written, and verbal communication skills.
• Ability to multitask, prioritize, and adapt in a fast-paced, changing environment.
• Goal-oriented and service-oriented with a demonstrated ability to motivate self and others toward sales and service targets.
• Strong team orientation with the ability to lead, coach, and collaborate in a group setting.

Core Competencies

Competency - Proficiency Level - Why This Matters in This Role

Member Centricity - Advanced - The Lead Teller is one of CUTX's most visible member-facing roles; tone, accuracy, and follow-through directly shape member trust.

Operational Discipline - Advanced - Cash, vault, ATM, and audit controls require strict adherence to procedure; documentation gaps create direct financial and examination exposure.

Compliance Orientation - Advanced - Regulation CC, BSA/AML, OFAC, and USA PATRIOT Act obligations are applied in daily work and supervised across the teller team.

Team Leadership & Coaching - Intermediate - The role leads the teller team day-to-day, coaching tellers toward accuracy, service, and sales outcomes.

Risk Awareness - Intermediate - The Lead Teller must recognize fraud, suspicious activity, elder financial exploitation, and exception patterns and escalate appropriately.

Communication - Intermediate - The role communicates with members, teammates, and branch leadership in writing and verbally, often under time pressure.

AI Literacy - Intermediate - The role uses CUTX-approved AI productivity tools (Tier 2) for procedure lookup and drafting and is responsible for human-in-the-loop review on every output.

AI & Technology Expectations

AI-Augmented Workflows

The following workflows are AI-augmented in this role. The Lead Teller is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

• AI-assisted procedure and policy lookup — using CUTX-approved internal AI assistants (e.g., Sam) to retrieve teller procedures, regulatory guidance, and product information.