Teller Lead - East Texas

Credit Union of Texas•Tyler, TX

3d•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 the branch operates in full compliance with CUTX policies, audit standards, and applicable regulations (BSA/AML, OFAC, USA PATRIOT Act, Regulation CC). The Lead Teller identifies member financial needs, recommends appropriate CUTX products and services, coaches teller team members toward their sales and service goals, and uses CUTX-approved AI and productivity tools to streamline operational tasks under documented human oversight.

Requirements

High school diploma or general education degree (GED) required.
Minimum one to two (1–2) 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 (Funds Availability), BSA/AML, OFAC, and USA PATRIOT Act requirements as applied at the teller line.
Proficiency with Microsoft Office (Outlook, Word, Excel, Teams) and the 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 a demonstrated ability to motivate self and others toward sales and service targets.
Strong team orientation with the ability to lead, coach, and collaborate in a group setting.
The Lead Teller is responsible for all enterprise compliance obligations applicable to a CUTX team member, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct.
The Lead Teller is responsible for the CUTX Generative AI Usage Policy (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role.
Regulation CC (Expedited Funds Availability Act) and the CUTX Funds Availability Policy — application of appropriate holds on deposited items.
Bank Secrecy Act / Anti-Money Laundering (BSA/AML), including currency transaction reporting and suspicious activity identification at the teller line.
Office of Foreign Assets Control (OFAC) sanctions screening obligations.
USA PATRIOT Act, including Customer Identification Program (CIP) requirements applied at the teller line.
Regulation E (Electronic Fund Transfers) as applied to teller-handled transactions and disputes.
Negotiable Instruments handling under the Uniform Commercial Code (Articles 3 and 4).
CUTX Cash Handling, Vault, ATM, and Branch Operations procedures.
CUTX Code of Conduct and brand standards.

Nice To Haves

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

Responsibilities

Deliver an unexpected experience by consistently providing outstanding service to internal and external members with every interaction.
Process member transaction requests accurately and efficiently, including deposits, withdrawals, transfers, loan payments, and negotiable instrument issuance.
Identify member financial needs and recommend appropriate CUTX product and service solutions to meet those needs.
Meet or exceed individual sales and service goals established by leadership.
Respond to escalated member inquiries and resolve service issues within authority; escalate appropriately when outside delegated limits.
Lead the branch teller team in meeting or exceeding established sales, service, and operational goals.
Provide day-to-day coaching, transaction guidance, and on-the-job training to tellers.
Support the Branch Manager with scheduling coverage, workflow assignment, and performance feedback for the teller team.
Model CUTX brand standards and reinforce adherence to policies and procedures across the teller team.
Maintain day-to-day supervision of safes, vault, cash drawers, recyclers, negotiable instruments, and balancing and summarization procedures.
Oversee ordering, receiving, and verification of incoming and outgoing vault cash and ensure adequate cash levels are maintained for the branch and employees.
Maintain ATM cash, replenishment, and balancing and prepare all necessary reports for accounting purposes.
Assign and control employee keys and ensure keys are issued and maintained in accordance with CUTX policies and procedures.
Approve checks, drafts for deposit, and other member requests beyond teller-authorized procedures and within delegated authority.
Perform branch audits including recyclers, employee cash and paper audits, membership and account modifications, safe deposit boxes, and related controls.
Exercise due diligence by placing appropriate holds on checks deposited in accordance with Regulation CC and the CUTX Funds Availability Policy, and ensure teller team members adhere to these policies.
Remain compliant with the Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act as they apply to the duties of the position, and ensure team members do the same.
Identify and escalate suspicious activity, potential fraud, elder financial exploitation, or member-harm concerns to the Branch Manager and the BSA/Compliance function.
Maintain accurate, audit-ready documentation of overrides, exceptions, audits, and cash events.
Ensure the branch is compliant with all regulations and CUTX policies and procedures regarding operations and member service.
Comply with CUTX brand standards and ensure that all store employees adhere to CUTX policies and procedures.
Use CUTX-approved AI and productivity tools (e.g., Sam, Microsoft Copilot) to support knowledge lookup, procedure clarification, and routine drafting, applying human review on every output before action.
Identify recurring operational pain points and recommend improvements to the Branch Manager.
Apply human-in-the-loop review on every AI-generated output before acting on it or sharing it with members or teammates.
Verify procedural and regulatory citations returned by AI tools against authoritative CUTX policy or regulator source material before relying on them.
Stop reliance on AI output and escalate immediately if it appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5).
Refrain from entering member non-public personal information (NPI), full account numbers, SSNs, or confidential CUTX information into any AI tool not explicitly approved for that data classification.
Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.