Lead Teller

Credit Union of Texas•Allen, TX

6h•Onsite

About The Position

The Lead Teller leads the branch teller team in delivering accurate, efficient, member-centered financial transactions at Credit Union of Texas (CUTX). The role oversees day-to-day cash operations, including safes, vault, recyclers, ATM replenishment, and negotiable instruments, and helps ensure the branch complies with CUTX policies, audit standards, and applicable regulations. The Lead Teller identifies members’ financial needs, recommends appropriate CUTX products and services, coaches tellers toward sales and service goals, and uses CUTX-approved AI and productivity tools under documented human oversight. The position also supports branch operations through audits, cash controls, compliance monitoring, team coaching, and recommendations for operational improvements. It is performed on-site at an assigned CUTX branch during posted branch hours, including occasional Saturday hours. The role uses approved AI tools for procedure lookup, drafting, training support, and operational analytics, while retaining accountability for decisions and reviewing every AI-generated output before use.

Requirements

High school diploma or GED.
At least 1–2 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, with the ability to motivate self and others toward sales and service targets.
Strong team orientation and ability to lead, coach, and collaborate.
Follow CUTX AI controls, including human review of AI outputs and verification of procedural and regulatory information.

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

Deliver outstanding service to internal and external members.
Process deposits, withdrawals, transfers, loan payments, and negotiable instrument requests accurately and efficiently.
Identify members’ 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 matters as appropriate.
Lead the teller team in achieving 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 team adherence to policies and procedures.
Supervise safes, vault, cash drawers, recyclers, negotiable instruments, and balancing and summarization procedures.
Oversee ordering, receipt, and verification of vault cash and maintain adequate cash levels.
Maintain, replenish, and balance ATM cash and prepare related accounting reports.
Assign and control employee keys in accordance with CUTX policies.
Approve checks, drafts for deposit, and other member requests beyond teller-authorized procedures when within delegated authority.
Perform branch audits, including recycler, employee cash and paper, membership and account modification, safe deposit box, and related control audits.
Apply appropriate check holds under Regulation CC and CUTX Funds Availability Policy and ensure tellers follow these policies.
Comply with applicable BSA/AML, OFAC, and USA PATRIOT Act requirements and ensure team compliance.
Identify and escalate suspicious activity, potential fraud, elder financial exploitation, and member-harm concerns.
Maintain accurate, audit-ready documentation of overrides, exceptions, audits, and cash events.
Ensure branch operations and member service comply with regulations and CUTX policies and procedures.
Use CUTX-approved AI and productivity tools for knowledge lookup, procedure clarification, and routine drafting, with human review before action or sharing.
Identify recurring operational pain points and recommend improvements to the Branch Manager.
Review every AI-generated output before acting on it or sharing it; verify procedural and regulatory citations against authoritative sources.
Stop reliance on AI output and escalate if it appears inaccurate, biased, non-compliant, or outside the role’s documented scope.
Avoid entering member non-public personal information or confidential CUTX information into AI tools not approved for that data classification.
Complete required AI training within 30 days of hire and maintain currency through annual refreshers.