[Hiring] Teller Virtual Bilingual @Credit Union of Texas

Role Description

The Teller Virtual - Bilingual serves Credit Union of Texas members through the Interactive Teller Machine (ITM) platform, processing financial transactions accurately and efficiently in both English and Spanish. The role assesses member needs in real time during live video interactions, recommends appropriate CUTX products and services, and delivers a consistent brand experience that mirrors the in-branch member experience. The Teller Virtual - Bilingual operates within all applicable federal regulations and CUTX policies, exercises due diligence on member identification and transaction risk, and uses CUTX-approved AI and workflow tools to support accurate, compliant, and member-centric service.

Qualifications

• High school diploma or General Education Degree (GED) required.
• Minimum six (6) months of similar or related experience (teller, retail banking, contact center, or member-facing service).
• Prior credit union or community bank experience preferred.
• Prior experience using ITM, video banking, or contact center platforms preferred.
• Prior experience using AI- or workflow-augmented service tools preferred.
• Fluency in both English and Spanish — strong listening, written, and verbal communication skills in both languages.
• Working knowledge of BSA, OFAC, Regulation CC, and USA PATRIOT Act requirements as they apply to teller transactions.
• Strong attention to detail and accuracy in cash and transaction handling.
• Goal-oriented and self-motivated to meet sales and service targets.
• Service-oriented mindset with the ability to identify and recommend appropriate products and services.
• Problem-solving skills with the ability to define issues, gather facts, and reach sound conclusions.
• Ability to multitask, prioritize, and adapt in a fast-paced, consistently changing environment.
• Strong team orientation with the ability to work effectively in a group setting.
• Basic mathematical ability (calculating figures and amounts such as percentages and proportions).
• Proficiency with Microsoft Office (Outlook, Word, Teams) and the ability to learn CUTX's core, ITM, and member service platforms.

Requirements

• Remain compliant with all applicable financial regulations, including BSA, OFAC, Regulation CC, and the USA PATRIOT Act.
• Exercise due diligence in verifying member identity, recognizing potential red flags, and placing appropriate holds on items in accordance with federal regulations and CUTX policy.
• Protect member information and other sensitive information by maintaining confidentiality and adhering to the CUTX privacy policy.
• Perform job duties within CUTX bylaws, regulations, Board policies, established internal and external service standards, and documented work procedures.
• Identify potential ITM hardware or software issues and promptly notify leadership so vendors and branch teams can be engaged.
• Coordinate with branch teams to support the resolution of member transactions that require in-branch follow-up.
• Maintain awareness of ITM transaction limits, supported transaction types, and escalation procedures.
• Conduct live ITM interactions fluently in both English and Spanish, switching languages based on member preference.
• Translate product disclosures, transaction confirmations, and procedural guidance accurately between English and Spanish during member interactions.
• Apply active listening to identify member needs that may not be explicitly stated.
• Participate in team huddles, coaching sessions, and training to continually strengthen service quality and product knowledge.
• Provide feedback on ITM workflows, scripts, and CUTX-approved AI tools that support the Virtual Branch.
• Perform other duties as required to maintain credit union services and operations.

Benefits

• Members receive fast, accurate service via the ITM platform.
• Transactions are processed accurately the first time.
• Members rate the ITM experience highly.
• Sales and service goals are achieved through needs-based recommendations.
• Bilingual service capacity is fully utilized.
• Compliance and authentication standards are met on every interaction.
• AI-assisted prompts and recommendations are reviewed by the Teller before action.

Company Description

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.