Lead Teller

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, 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.

Team Leadership & Coaching

• 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.

Cash & Vault Operations

• 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.

Audit, Risk & Compliance

• 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.

Branch Operations & Continuous Improvement

• 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.
• AI-assisted drafting and summarization — using Microsoft Copilot to draft internal communications, shift notes, coaching summaries, and audit follow-ups.
• AI-assisted training and onboarding support — using approved AI tools to reinforce learning for new tellers under the Lead Teller's coaching.
• AI-augmented operational analytics surfaced through CUTX systems (e.g., transaction pattern flags, balancing variance highlights) to inform branch operations decisions.

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 Lead 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 Lead Teller is required to:

• Apply human-in-the-loop review on every AI-generated output before acting on it or sharing it with members or teammates.
• Verify procedural and regulatory citations returned by AI tools against authoritative CUTX policy or regulator source material before relying on them.
• Stop reliance on AI output and escalate immediately if it 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), full account numbers, SSNs, or confidential CUTX 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

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, spreadsheet support).
• CUTX core banking, teller, and operational analytics tools as deployed and configured by CUTX.

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.

Prohibited AI Use

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 member-impacting decision, including approving or rejecting transactions, overrides, holds, or exceptions.
• Entering member NPI (full account numbers, Social Security numbers, member identification documents) into any AI tool not explicitly approved for that data classification.
• Using consumer or unapproved AI tools to draft member-facing communications, notices, or disclosures; member-facing communications must follow CUTX approved templates and procedures.
• Any use of AI prohibited by the CUTX Generative AI Usage Policy §3.6.

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Lead 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 Lead 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

• Regulation CC (Expedited Funds Availability Act) and the CUTX Funds Availability Policy — application of appropriate holds on deposited items.
• Bank Secrecy Act / Anti-Money Laundering (BSA/AML), including currency transaction reporting and suspicious activity identification at the teller line.
• Office of Foreign Assets Control (OFAC) sanctions screening obligations.
• USA PATRIOT Act, including Customer Identification Program (CIP) requirements applied at the teller line.
• Regulation E (Electronic Fund Transfers) as applied to teller-handled transactions and disputes.
• Negotiable Instruments handling under the Uniform Commercial Code (Articles 3 and 4).
• CUTX Cash Handling, Vault, ATM, and Branch Operations procedures.
• CUTX Code of Conduct and brand standards.

Working Conditions & Physical Requirements

This role is performed on-site at the assigned CUTX branch / store location during posted branch hours, including occasional Saturday hours. The work environment is a standard branch setting with no significant hazardous or unpleasant conditions, except that a hard hat may be required during construction. 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 keyboarding, handling cash, and operating recyclers and office equipment; talk clearly and frequently to convey detailed instructions and member information accurately; hear normal conversation in person and by phone; see well enough to inspect documents, currency, and screens; and occasionally lift or move up to twenty (20) pounds (cash trays, coin, 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 as business needs require.

Employment with CUTX is at-will. This job description does not constitute an employment contract.

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