Lead Teller

Credit Union of Texas•Desoto, TX

24d•Onsite

About The Position

The Lead Teller leads Credit Union of Texas’s branch teller team in delivering accurate, efficient, member-centered financial transactions. The role oversees day-to-day cash operations, including safes, the vault, recyclers, ATM replenishment, negotiable instruments, and balancing procedures. It ensures branch operations comply with CUTX policies, audit standards, and applicable regulations. The Lead Teller identifies members’ financial needs and recommends appropriate CUTX products and services, meets individual sales and service goals, handles escalated inquiries, and coaches tellers toward team goals. The role supports the Branch Manager with teller scheduling coverage, workflow assignments, and performance feedback. The position also performs branch audits, maintains audit-ready records, applies appropriate check holds, monitors compliance and risk concerns, and recommends operational improvements. It uses CUTX-approved AI and productivity tools for knowledge lookup, drafting, training support, and operational analytics. The Lead Teller remains accountable for human review of all AI outputs before use and must follow applicable AI, information security, and regulatory controls. This role is performed on-site at an assigned CUTX branch during posted branch hours, including occasional Saturday hours. The environment is a standard branch setting; a hard hat may be required during construction. Physical activities include remaining stationary at a teller station for extended periods; repetitive hand and finger use; frequent speaking and listening; visual inspection of documents, currency, and screens; and occasional lifting or moving of up to 20 pounds. Reasonable accommodations will be made consistent with the ADA and CUTX policy.

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- and service-oriented approach, with demonstrated ability to motivate self and others toward sales and service targets.
Strong team orientation and ability to lead, coach, and collaborate.
Ability to apply human review to every AI-generated output before acting on it or sharing it.
Ability to avoid entering member non-public personal information or confidential CUTX information into AI tools not approved for that data classification.
Ability to comply with enterprise, AI-specific, and role-specific regulatory responsibilities.
Ability to remain stationary at a teller station for extended periods; perform repetitive hand and finger motions; communicate clearly and frequently; hear normal conversation; visually inspect documents, currency, and screens; and occasionally lift or move up to 20 pounds.
Work on-site at an assigned branch during posted branch hours, including occasional Saturday hours.

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/Spanish.

Responsibilities

Provide outstanding service to internal and external members in every interaction.
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 and resolve service issues within delegated authority; escalate issues when 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 scheduling coverage, workflow assignments, and teller performance feedback.
Model CUTX brand standards and reinforce team adherence to policies and procedures.
Supervise safes, vault, cash drawers, recyclers, negotiable instruments, and balancing and summarization procedures.
Oversee ordering, receiving, and verification of incoming and outgoing vault cash, and maintain adequate branch and employee cash levels.
Maintain, replenish, and balance ATM cash and prepare related accounting reports.
Assign and control employee keys in accordance with CUTX policies and procedures.
Approve checks, drafts for deposit, and other member requests beyond teller-authorized procedures within delegated authority.
Conduct branch audits, including recycler, employee cash and paper, membership and account modification, safe deposit box, and related-control audits.
Place appropriate holds on deposited checks under Regulation CC and the CUTX Funds Availability Policy, and ensure teller team adherence.
Follow applicable BSA/AML, OFAC, USA PATRIOT Act, and other compliance obligations, and ensure team members do the same.
Identify and escalate suspicious activity, potential fraud, elder financial exploitation, and member-harm concerns to the Branch Manager and BSA/Compliance function.
Maintain accurate, audit-ready documentation of overrides, exceptions, audits, and cash events.
Ensure branch compliance with regulations and CUTX policies and procedures for operations and member service.
Use CUTX-approved AI and productivity tools for knowledge lookup, procedure clarification, and routine drafting, reviewing every output before action or sharing.
Verify AI-generated procedural and regulatory citations against authoritative CUTX policy or regulator sources before relying on them.
Stop reliance on AI output and escalate if it appears inaccurate, biased, non-compliant, or outside documented scope.
Protect member and confidential information when using AI tools, and complete required AI training and refreshers.
Identify recurring operational pain points and recommend improvements to the Branch Manager.
Meet role outcomes measured by teller balancing accuracy, cash and vault audit pass rate, individual product/service goal attainment, teller team goal attainment, compliance exception rate, and human review of AI outputs.