[Hiring] Virtual Teller @Credit Union of Texas

Role Description

The Teller Virtual serves Credit Union of Texas members through the Interactive Teller Machine (ITM) platform, processing financial transactions accurately and efficiently while delivering a high-quality remote service experience. The role assesses member needs in real time during video-enabled interactions, recommends appropriate CUTX products and services, and ensures every transaction is completed in compliance with applicable federal regulations and CUTX policies. The Teller Virtual is also expected to use CUTX-approved AI and digital tools to support member service, fraud awareness, and operational efficiency, applying human judgment to every member-impacting interaction.

Qualifications

• High school diploma or General Education Degree (GED) required.
• Minimum six (6) months of similar or related experience (teller, cash handling, retail customer service, or contact center).
• Prior credit union or community bank experience preferred.
• Prior experience on an ITM, video banking, or contact center platform preferred.
• Bilingual English / Spanish preferred.

Requirements

• Attend to member transaction requests efficiently and accurately via the Interactive Teller Machine (ITM) platform.
• Meet CUTX brand expectations by consistently delivering outstanding service to internal and external members with every interaction.
• Process deposits, withdrawals, transfers, loan payments, check cashing, and related transactions with professionalism and accuracy.
• Verify member identity and authenticate transactions using established CUTX procedures and the ITM platform's verification tools.
• Place appropriate holds on items in accordance with Regulation CC and CUTX funds availability procedures.
• Assess the needs of internal and external members and identify financial need(s) during each interaction.
• Recommend appropriate and progressive credit union products and services to meet identified member needs.
• Meet or exceed individual sales, service, and referral goals established by leadership.
• Refer members to other CUTX teams (Lending, Member Services, Financial Wellness) when needs exceed the scope of the ITM channel.
• Exercise due diligence in identifying member information and recognizing potential red flags during ITM interactions.
• Remain compliant with all applicable financial regulations, including BSA/AML, OFAC, Regulation CC, and the USA PATRIOT Act.
• Protect member information and other sensitive data by maintaining confidentiality and adhering to the CUTX privacy policy.
• Escalate suspicious activity, potential fraud, or unusual transaction patterns to leadership promptly and per CUTX procedures.
• Identify potential ITM machine or software issues and notify leadership so vendors and branch teams can be engaged for resolution.
• Document interactions, transaction notes, and member follow-ups in CUTX systems of record.
• Adapt to ITM queue volume and platform changes to maintain service-level expectations.
• Perform other duties as required to maintain credit union services and operations.
• Perform job duties within CUTX bylaws, regulations, Board of Directors policies, internal and external service standards, and work procedures.
• Participate in required training, coaching, and product knowledge updates to maintain currency.
• Use CUTX-approved AI tools only within defined scope and consistent with the Generative AI Usage Policy.

Benefits

• Members receive accurate, error-free transactions through the ITM channel.
• Members experience timely service on the ITM platform.
• Members are offered relevant CUTX products and services.
• ITM interactions deliver a high-quality member experience.
• Transactions comply with regulatory and CUTX procedural requirements.
• AI-augmented 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.