Lead Teller

Credit Union of Texas•DeSoto, TX

25d•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 ensures compliance 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 performs teller transactions, supports team scheduling and workflow, oversees cash and vault controls, conducts branch audits, responds to escalated member issues, and identifies and escalates suspicious activity or potential member harm. It also uses approved AI tools for knowledge lookup, drafting, training support, and operational analytics, with human review required before AI outputs are acted on or shared. The role is performed on-site at an assigned CUTX branch during posted branch hours, including occasional Saturday hours. The work environment is a standard branch setting. Essential physical activities include remaining stationary at a teller station for extended periods; repetitive hand and finger use; frequent speaking and hearing; visual inspection of documents, currency, and screens; and occasional lifting or moving of up to 20 pounds. A hard hat may be required during construction. Reasonable accommodations will be made consistent with the ADA and CUTX policy.

Requirements

High school diploma or GED required.
Minimum one to two years of similar or related experience in teller, 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 ability to motivate self and others toward sales and service targets.
Strong team orientation and ability to lead, coach, and collaborate.
Apply human review to every AI-generated output before acting on it or sharing it with members or teammates.
Do not use AI output as the sole basis for member-impacting decisions, including transaction approvals or rejections, overrides, holds, or exceptions.
Do not enter member NPI or confidential CUTX information into AI tools not explicitly approved for that data classification.
Do not use consumer or unapproved AI tools to draft member-facing communications, notices, or disclosures.
Follow CUTX Generative AI Usage Policy, AI Playbook, and applicable AI compliance requirements.
Meet applicable enterprise and role-specific compliance obligations, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and Safeguards Rule, Fair Lending laws, UDAAP, information security, Regulation CC, Regulation E, and negotiable-instrument requirements.
Meet the physical requirements of the role, with reasonable accommodations available consistent with the ADA and CUTX policy.

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 and 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 and resolve service issues within authority, escalating matters beyond delegated limits.
Lead the teller team in meeting sales, service, and operational goals; provide day-to-day coaching, transaction guidance, and 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, balancing, and summarization procedures.
Oversee ordering, receipt, and verification of vault cash; maintain adequate branch and employee cash levels.
Maintain, replenish, and balance ATM cash and prepare related accounting reports.
Assign and control employee keys according to CUTX policy.
Approve checks, drafts for deposit, and other member requests beyond teller-authorized procedures 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’s Funds Availability Policy and ensure tellers follow these requirements.
Follow applicable BSA/AML, OFAC, and USA PATRIOT Act requirements and ensure teller 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 concerning operations and member service.
Use CUTX-approved AI and productivity tools for knowledge lookup, procedure clarification, routine drafting, training support, and operational analytics, applying human review to every output before use.
Verify AI-provided procedural and regulatory citations against authoritative CUTX policy or regulator sources; stop reliance on and escalate AI outputs that appear inaccurate, biased, non-compliant, or outside documented scope.
Protect member non-public personal information and confidential CUTX information by not entering it 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.
Identify recurring operational pain points and recommend improvements to the Branch Manager.
Meet role-specific and enterprise compliance obligations, including applicable CUTX AI policies and Texas Responsible Artificial Intelligence Governance Act requirements.