Virtual Teller - Part Time

Credit Union of Texas•Garland, TX

1d•Onsite

About The Position

The Virtual Teller serves Credit Union of Texas (CUTX) members through the Interactive Teller Machine (ITM) platform, processing financial transactions accurately and efficiently while providing a high-quality remote service experience. The role assesses members’ needs during video-enabled interactions, recommends suitable CUTX products and services, and completes transactions in accordance with applicable regulations and CUTX policies. The Teller Virtual also uses CUTX-approved AI and digital tools to support member service, fraud awareness, and operational efficiency, applying human judgment to every member-impacting interaction. This position is performed on-site at the CUTX Garland Office or a designated Virtual Branch Operations Center. It is an office-based role with no hazardous or significantly unpleasant conditions. Essential activities include remaining at a workstation for extended periods; operating a computer, headset, video equipment, telephone, and standard office equipment; typing and handling small objects; communicating with members and colleagues through video, phone, and written channels; hearing normal conversational speech; and visually inspecting documents, identification, and on-screen information. The employee may occasionally stand, walk, stoop, kneel, crouch, or crawl, and lift or move up to 10 pounds. Reasonable accommodations will be made consistent with the Americans with Disabilities Act and CUTX policy.

Requirements

High school diploma or GED.
At least six months of similar or related experience, such as teller work, cash handling, retail customer service, or contact center experience.
Goal-oriented and service-oriented approach, with the ability to meet sales and service targets.
Strong problem-solving skills and attention to detail.
Self-motivation to meet sales and referral goals.
Strong active listening skills and ability to interpret member needs during video interactions.
Strong written and verbal communication skills for a remote, video-enabled service channel.
Ability to multitask, prioritize, and adapt in a consistently changing environment.
Strong team orientation and ability to work effectively in a group and virtual operations environment.
Working knowledge of basic financial transactions, holds, and funds-availability concepts under Regulation CC.
Working familiarity with Microsoft Office (Outlook, Teams, Word, and Excel) and ability to learn CUTX core banking and ITM platforms.
Ability to comply with applicable enterprise, role-specific, and AI-related regulatory and policy obligations.
Ability to perform the described physical activities, with reasonable accommodations as applicable.

Nice To Haves

Prior credit union or community bank experience.
Prior experience with an ITM, video banking, or contact center platform.
Bilingual English/Spanish.

Responsibilities

Attend to member transaction requests efficiently and accurately through the ITM platform while meeting CUTX service expectations.
Process deposits, withdrawals, transfers, loan payments, check cashing, and related transactions accurately and professionally.
Verify member identity and authenticate transactions using CUTX procedures and ITM verification tools.
Place holds in accordance with Regulation CC and CUTX funds-availability procedures.
Assess member needs and recommend appropriate CUTX products and services; meet or exceed assigned sales, service, and referral goals.
Refer members to Lending, Member Services, Financial Wellness, or other CUTX teams when their needs exceed the ITM channel’s scope.
Identify member-information concerns and potential fraud red flags; escalate suspicious activity, potential fraud, and unusual transaction patterns promptly according to CUTX procedures.
Comply with applicable regulations and policies, including BSA/AML, OFAC, Regulation CC, the USA PATRIOT Act, CUTX privacy requirements, and other enterprise compliance obligations.
Protect confidential member information and sensitive data.
Identify ITM machine or software issues and notify leadership so vendors and branch teams can be engaged to resolve them.
Document interactions, transaction notes, and member follow-ups in CUTX systems of record.
Adapt to ITM queue volume and platform changes while maintaining service-level expectations; perform other duties needed to maintain credit union services and operations.
Perform duties in accordance with CUTX bylaws, regulations, Board policies, service standards, and work procedures; participate in required training, coaching, and product knowledge updates.
Use only CUTX-approved AI tools within their defined scope and in accordance with the Generative AI Usage Policy.
Review every AI-suggested member message, next-best-action prompt, or referral recommendation before acting on it; verify AI-provided information and stop reliance on and escalate output that appears inaccurate, biased, non-compliant, or outside scope.
Protect member non-public personal information and confidential CUTX information when using AI tools, and complete required AI training within 30 days of hire and annual refreshers.
Do not use AI output as the sole basis for adverse member action without supervisor review and procedural support; do not enter restricted member information into unapproved AI tools, use unapproved AI for member-facing or compliance materials, or replace required scripts, disclosures, or procedures with AI-generated alternatives.