Teller

Position Summary

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:

• 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

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 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.

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 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 as business needs require.

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

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