Lead Teller - East Texas

Credit Union of Texas•Tyler, TX

3d•Onsite

About The Position

The Lead Teller leads Credit Union of Texas (CUTX) branch teller operations, providing accurate, efficient, and member-centered financial transactions while overseeing day-to-day cash operations. The role supervises safes, vaults, cash drawers, recyclers, ATM replenishment, negotiable instruments, and balancing procedures, and ensures compliance with CUTX policies, audit standards, and applicable regulations. The Lead Teller identifies members’ financial needs and recommends appropriate CUTX products and services, responds to escalated inquiries, and coaches tellers toward sales, service, and operational goals. The position supports the Branch Manager with scheduling coverage, workflow assignments, and performance feedback, and performs audits and maintains audit-ready documentation. The role uses CUTX-approved AI and productivity tools for policy lookup, drafting, training support, and operational analytics. The Lead Teller must review every AI-generated output before use, verify procedural and regulatory citations against authoritative sources, protect confidential information, and escalate outputs that appear inaccurate, biased, non-compliant, or outside the role’s scope. The position is performed on-site at an assigned CUTX branch during posted branch hours, including occasional Saturday hours.

Requirements

High school diploma or GED.
One to two years of similar or related experience in teller work, cash handling, or branch operations.
Working knowledge of teller operations, cash handling controls, negotiable instruments, and branch balancing procedures.
Working knowledge of Regulation CC, BSA/AML, OFAC, and USA PATRIOT Act requirements as applied at the teller line.
Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams, and 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 the ability to motivate self and others toward sales and service targets.
Strong team orientation and ability to lead, coach, and collaborate.
Review every AI-generated output before acting on it or sharing it; verify AI-provided procedural and regulatory citations against authoritative CUTX policy or regulator sources.
Refrain from entering member NPI, full account numbers, SSNs, or confidential CUTX information into AI tools not explicitly approved for the relevant data classification.
Complete required AI training within 30 days of hire and maintain currency through annual refreshers.
Comply with applicable enterprise, AI-specific, and role-specific regulatory and CUTX policy obligations.

Nice To Haves

Associate degree or relevant coursework.
Prior experience as a senior teller, head teller, or in a teller lead capacity.
Prior credit union or community bank experience.
Bilingual English and Spanish.

Responsibilities

Provide outstanding service to internal and external members.
Process deposits, withdrawals, transfers, loan payments, and negotiable instrument requests accurately and efficiently.
Identify member financial needs and recommend appropriate CUTX products and services.
Meet or exceed individual sales and service goals.
Respond to escalated member inquiries, resolve issues within delegated authority, and escalate issues as appropriate.
Lead the teller team in meeting or exceeding sales, service, and operational goals.
Coach tellers, provide transaction guidance, and deliver on-the-job training.
Support the Branch Manager with teller scheduling coverage, workflow assignments, and performance feedback.
Model CUTX brand standards and reinforce adherence to policies and procedures.
Supervise safes, vault, cash drawers, recyclers, negotiable instruments, and balancing and summarization procedures.
Oversee ordering, receiving, and verification of vault cash, and maintain adequate cash levels for the branch and employees.
Maintain, replenish, and balance ATM cash and prepare related accounting reports.
Assign and control employee keys in accordance with CUTX procedures.
Approve checks, drafts for deposit, and other member requests beyond teller-authorized procedures but within delegated authority.
Perform branch audits, including recycler, employee cash and paper, membership and account modification, and safe deposit box audits.
Apply appropriate check holds under Regulation CC and CUTX Funds Availability Policy, and ensure teller team compliance.
Identify and escalate suspicious activity, potential fraud, elder financial exploitation, and member-harm concerns.
Maintain accurate, audit-ready records of overrides, exceptions, audits, and cash events.
Ensure branch operations and member service comply with applicable regulations and CUTX policies and procedures.
Use CUTX-approved AI and productivity tools for knowledge lookup, procedure clarification, drafting, training support, and operational analytics, with human review of every output before action or sharing.
Verify AI-provided procedural and regulatory citations against authoritative sources; stop reliance on and escalate questionable AI output.
Protect member non-public personal information and confidential CUTX information when using AI tools, and complete required AI training and annual refreshers.
Identify recurring operational pain points and recommend improvements to the Branch Manager.