Job Description

Position Summary

The Teller Virtual serves Credit Union of Texas members through the Interactive Teller Machine (ITM) platform, processing financial transactions accurately and efficiently while delivering a high-quality remote service experience. The role assesses member needs in real time during video-enabled interactions, recommends appropriate CUTX products and services, and ensures every transaction is completed in compliance with applicable federal regulations and CUTX policies. The Teller Virtual is also expected to use CUTX-approved AI and digital tools to support member service, fraud awareness, and operational efficiency, applying human judgment to every member-impacting interaction.

Key Responsibilities

Member Service & Transaction Processing

• Attend to member transaction requests efficiently and accurately via the Interactive Teller Machine (ITM) platform.
• Meet CUTX brand expectations by consistently delivering outstanding service to internal and external members with every interaction.
• Process deposits, withdrawals, transfers, loan payments, check cashing, and related transactions with professionalism and accuracy.
• Verify member identity and authenticate transactions using established CUTX procedures and the ITM platform's verification tools.
• Place appropriate holds on items in accordance with Regulation CC and CUTX funds availability procedures.

Needs Identification & Member Solutions

• Assess the needs of internal and external members and identify financial need(s) during each interaction.
• Recommend appropriate and progressive credit union products and services to meet identified member needs.
• Meet or exceed individual sales, service, and referral goals established by leadership.
• Refer members to other CUTX teams (Lending, Member Services, Financial Wellness) when needs exceed the scope of the ITM channel.

Risk, Fraud & Compliance

• Exercise due diligence in identifying member information and recognizing potential red flags during ITM interactions.
• Remain compliant with all applicable financial regulations, including BSA/AML, OFAC, Regulation CC, and the USA PATRIOT Act.
• Protect member information and other sensitive data by maintaining confidentiality and adhering to the CUTX privacy policy.
• Escalate suspicious activity, potential fraud, or unusual transaction patterns to leadership promptly and per CUTX procedures.

Platform Reliability & Operational Support

• Identify potential ITM machine or software issues and notify leadership so vendors and branch teams can be engaged for resolution.
• 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.

Policy & Procedural Compliance

• Perform job duties within CUTX bylaws, regulations, Board of Directors policies, internal and external service standards, and work procedures.
• Participate in required training, coaching, and product knowledge updates to maintain currency.
• Use CUTX-approved AI tools only within defined scope and consistent with the Generative AI Usage Policy.

Performance Outcomes & KPIs

Outcome

Primary KPI

Reporting Cadence

Target / Direction

Members receive accurate, error-free transactions through the ITM channel.

Transaction Accuracy Rate — percent of transactions processed without error or rework.

Monthly

▲ ≥ 99%

Members experience timely service on the ITM platform.

Average Handle Time per ITM interaction.

Monthly

Within leadership-defined service standard

Members are offered relevant CUTX products and services.

Referral / Cross-Sell Attainment — percent of individual sales and referral goal achieved.

Monthly

▲ ≥ 100% of assigned goal

ITM interactions deliver a high-quality member experience.

Member Satisfaction (post-interaction survey or QA score).

Monthly

▲ [Target — confirm with VP, Retail Delivery]

Transactions comply with regulatory and CUTX procedural requirements.

Compliance / QA Audit Pass Rate on sampled interactions.

Quarterly

▲ ≥ 98%

AI-augmented prompts and recommendations are reviewed by the Teller before action.

Human-in-the-Loop Review Rate on AI-suggested member messaging or next-best-action prompts.

Monthly

▲ 100%

Qualifications

Education

• High school diploma or General Education Degree (GED) required.

Experience

• Minimum six (6) months of similar or related experience (teller, cash handling, retail customer service, or contact center).
• Prior credit union or community bank experience preferred.
• Prior experience on an ITM, video banking, or contact center platform preferred.
• Bilingual English / Spanish preferred.

Licenses, Registrations, and Certifications

• None required.

Knowledge & Skills

• Goal-oriented and service-oriented mindset with the ability to meet sales and service targets.
• Strong problem-solving competence with strong attention to detail.
• Self-motivated to meet required sales and referral goals.
• Strong active listening skills and the ability to interpret member needs during video interactions.
• Strong written and verbal communication skills suitable for a remote, video-enabled service channel.
• Ability to multitask, prioritize, and adapt to a consistently changing environment.
• Strong team orientation; able to work effectively in a group setting and in a virtual operations environment.
• Working knowledge of basic financial transactions, holds, and funds availability concepts (Regulation CC).
• Working familiarity with Microsoft Office (Outlook, Teams, Word, Excel) and the ability to learn CUTX's core banking and ITM platforms.

Core Competencies

Competency

Proficiency Level

Why This Matters in This Role

Member Centricity

Advanced

Every ITM interaction is a direct, video-enabled member touchpoint; tone, empathy, and accuracy define the CUTX brand experience.

Operational Discipline

Intermediate

High-volume transaction processing requires consistent accuracy, documentation, and adherence to procedure.

Compliance Orientation

Intermediate

BSA/AML, OFAC, USA PATRIOT Act, and Reg CC apply to daily transactions; lapses create direct regulatory and member harm exposure.

Risk Awareness

Intermediate

The role must recognize fraud red flags, identity concerns, and unusual activity in real time and escalate appropriately.

Communication

Intermediate

The ITM channel relies on clear, professional video and written communication with members of varied backgrounds.

AI Literacy

Foundational

The role uses AI-augmented productivity and member-service prompts (Tier 2) and is responsible for human-in-the-loop review of any member-impacting AI output.

Adaptability

Intermediate

ITM volume, member needs, and platform tools change throughout the day; the role must adjust quickly while maintaining quality.

AI & Technology Expectations

AI-Augmented Workflows

The following workflows are AI-augmented in this role. The Teller Virtual is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

• AI-assisted member messaging and response drafting (e.g., post-interaction member communications drafted with approved AI assistants).
• AI-driven next-best-action and product referral prompts surfaced during ITM interactions.
• AI-assisted knowledge lookup for product, policy, and procedure questions during live member sessions.
• AI-assisted fraud and anomaly prompts surfaced by CUTX systems for Teller review.

AI Tier and Human-in-the-Loop Responsibility

This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Teller Virtual retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4.

The Teller Virtual is required to:

• Apply human-in-the-loop review on every AI-suggested member message, next-best-action prompt, or referral recommendation before acting on it with the member.
• Verify factual accuracy of AI-provided product, policy, or procedure information before communicating it to a member.
• Stop reliance on AI output and escalate immediately if the output appears inaccurate, biased, non-compliant, or outside documented scope (Generative AI Usage Policy §3.5).
• Refrain from entering member non-public personal information (NPI), confidential CUTX information, or material non-public 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.

Approved AI Tools

The role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council):

• CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.
• Microsoft Copilot for office productivity (drafting, summarization).
• CUTX-approved ITM platform features (including any embedded AI prompts or knowledge assistants).
• CUTX-approved fraud and anomaly detection prompts integrated with core banking and ITM systems.

Use of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4.

Prohibited AI Use

In addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:

• Using AI output as the sole basis for any adverse member action (e.g., refusing a transaction, placing an extended hold, or restricting an account) without supervisor review and procedural support.
• Entering member NPI (full account numbers, Social Security numbers, member identification documents) into any AI tool not explicitly approved for that data classification.
• Using consumer or unapproved AI tools to draft member-facing communications, regulatory notices, or compliance documentation.
• Bypassing CUTX scripts, disclosures, or procedural steps in favor of AI-generated alternatives.

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Teller Virtual 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.

AI-Specific Compliance Obligations

The Teller Virtual 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.

Role-Specific Compliance Obligations

• Bank Secrecy Act / Anti-Money Laundering (BSA/AML) requirements applicable to teller transactions, including CTR thresholds and SAR escalation.
• Office of Foreign Assets Control (OFAC) screening obligations applicable to member transactions.
• USA PATRIOT Act / Customer Identification Program (CIP) requirements for member verification.
• Regulation CC — funds availability and check holds.
• Gramm-Leach-Bliley Act (GLBA) and the Safeguards Rule — protection of member non-public personal information.
• CUTX privacy policy and member confidentiality standards.
• CUTX Retail Delivery / Virtual Branch policies and ITM operating procedures.

Working Conditions & Physical Requirements

This role is performed on-site at the CUTX Garland Office or designated Virtual Branch Operations Center, supporting members via the Interactive Teller Machine (ITM) platform. The work environment is office-based with no hazardous or significantly unpleasant conditions. Essential physical activities include the ability to remain stationary at a workstation for extended periods; operate a computer, headset, video equipment, telephone, and standard office equipment; use fingers and hands for repetitive motions such as typing and small-object manipulation; communicate clearly by video, phone, and written channels with members and internal partners; hear and interpret normal conversational speech; and visually inspect documents, identification, and on-screen information for accuracy. The employee will occasionally stand, walk, stoop, kneel, crouch, or crawl, and occasionally lift and move up to 10 pounds. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy.

Compliance Requirement

The responsibilities contained within this job description 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.

Acknowledgement & Disclaimer

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require.

Employment with CUTX is at-will. This job description does not constitute an employment contract.