Virtual Teller - Part Time

Credit Union of Texas•Garland, TX

17h•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 delivering high-quality remote service. During video-enabled interactions, the role assesses member needs, recommends appropriate CUTX products and services, and ensures transactions comply with applicable federal regulations and CUTX policies. The teller 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. The position is performed on-site at the CUTX Garland Office or a designated Virtual Branch Operations Center in an office-based environment. The role requires participating in training and coaching, maintaining product and procedural knowledge, and complying with CUTX policies, applicable regulations, and the Generative AI Usage Policy. This job description describes the general nature of the work and is not an exhaustive list of duties.

Requirements

High school diploma or General Education Degree (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 mindset, with the ability to meet sales and service targets.
Strong problem-solving ability 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 to 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, including Outlook, Teams, Word, and Excel, and ability to learn CUTX core banking and ITM platforms.
Ability to comply with applicable enterprise, AI-specific, and role-specific compliance requirements.

Nice To Haves

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

Responsibilities

Process member requests through the ITM platform, including deposits, withdrawals, transfers, loan payments, check cashing, and related transactions.
Deliver outstanding service to internal and external members and meet CUTX brand expectations.
Verify member identity and authenticate transactions using CUTX procedures and ITM verification tools.
Place appropriate holds in accordance with Regulation CC and CUTX funds availability procedures.
Assess member needs and recommend appropriate CUTX products and services.
Meet or exceed individual sales, service, and referral goals established by leadership.
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 red flags; promptly escalate suspicious activity, potential fraud, or unusual transaction patterns.
Comply with applicable financial regulations and CUTX policies, including BSA/AML, OFAC, Regulation CC, and the USA PATRIOT Act.
Protect member information and sensitive data by maintaining confidentiality and following CUTX privacy policies.
Identify potential ITM machine or software issues and notify leadership so vendors and branch teams can address them.
Document interactions, transaction notes, and member follow-ups in CUTX systems of record.
Adapt to ITM queue volume and platform changes to maintain service-level expectations.
Perform other duties as required to maintain credit union services and operations.
Participate in required training, coaching, and product knowledge updates.
Use CUTX-approved AI tools only within their defined scope and applicable policy; review every AI-suggested member message, next-best-action prompt, or referral recommendation before acting on it.
Verify AI-provided product, policy, or procedure information before communicating it to members; stop reliance on and escalate AI output that appears inaccurate, biased, non-compliant, or outside documented scope.
Complete required AI training within 30 days of hire and maintain currency through annual refreshers.
Avoid entering member non-public personal information or confidential CUTX information into AI tools not explicitly approved for that data classification.