Lead Teller

Credit Union of Texas•Allen, TX

18d•Onsite

About The Position

The Lead Teller leads the branch teller team in delivering accurate, efficient, and member-centered financial transactions at Credit Union of Texas. The role oversees day-to-day cash operations—including safes, vault, recyclers, ATM replenishment, and negotiable instruments—and ensures branch operations comply with CUTX policies, audit standards, and applicable regulations. The Lead Teller identifies member financial needs, recommends CUTX products and services, coaches tellers toward sales and service goals, and uses approved AI and productivity tools under documented human oversight. This position is performed on-site at the assigned CUTX branch or store during posted branch hours, including occasional Saturday hours. It operates in a standard branch setting and includes extended periods at a teller station, frequent keyboarding and cash handling, communication with members and coworkers, document and currency inspection, and occasional lifting or moving of items up to 20 pounds. Reasonable accommodations will be made consistent with the Americans with Disabilities Act and CUTX policy. The role uses approved AI tools for procedure lookup, drafting, training support, and operational analytics. The Lead Teller must review every AI-generated output before relying on or sharing it, verify regulatory and procedural references, protect confidential information, and escalate inaccurate or out-of-scope outputs. AI output cannot be the sole basis for member-impacting decisions.

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 and funds availability, BSA/AML, OFAC, and USA PATRIOT Act requirements as applied at the teller line.
Proficiency with Microsoft Office (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 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 references and escalate inaccurate, biased, non-compliant, or out-of-scope output.
Do not enter member non-public personal information or confidential CUTX information into AI tools unless explicitly approved for that data classification.
Complete required AI training within 30 days of hire and maintain currency through annual refreshers.
Ability to remain stationary at a teller station for extended periods; perform repetitive hand and finger motions; communicate clearly and frequently; hear normal conversation in person and by phone; inspect documents, currency, and screens; and occasionally lift or move up to 20 pounds.

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, resolve issues within delegated authority, and escalate matters as appropriate.
Lead the teller team in meeting or exceeding sales, service, and operational goals.
Provide day-to-day coaching, transaction guidance, and on-the-job training to tellers.
Support the Branch Manager with teller scheduling coverage, workflow assignment, and performance feedback.
Model CUTX brand standards and reinforce policies and procedures across the teller team.
Supervise safes, vault, cash drawers, recyclers, negotiable instruments, balancing, and summarization procedures.
Oversee ordering, receipt, and verification of incoming and outgoing vault cash and maintain adequate cash levels.
Maintain ATM cash, replenishment, and balancing, and prepare 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 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 holds to deposited checks under Regulation CC and CUTX policy, and ensure teller team adherence.
Follow applicable BSA/AML, OFAC, and USA PATRIOT Act requirements 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 operations and member service comply with regulations and CUTX policies and procedures.
Use CUTX-approved AI and productivity tools for knowledge lookup, procedure clarification, routine drafting, training support, and operational analytics, applying human review before action or sharing.
Verify AI-provided procedural and regulatory citations against authoritative CUTX policy or regulator sources; stop reliance on and escalate questionable outputs.
Protect member and CUTX confidential 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.
Meet role-specific performance outcomes, including teller balancing accuracy, cash and vault audit results, individual and team goal attainment, compliance exception trends, and review of AI outputs.