Teller Virtual

About the role

The Teller Virtual - Bilingual serves Credit Union of Texas members through the Interactive Teller Machine (ITM) platform, processing financial transactions accurately and efficiently in both English and Spanish. The role assesses member needs in real time during live video interactions, recommends appropriate CUTX products and services, and delivers a consistent brand experience that mirrors the in-branch member experience.

Responsibilities

• Attend to member transaction requests efficiently, accurately, and professionally via the ITM platform in English and Spanish.
• Deliver the CUTX brand experience with every interaction by providing outstanding service to internal and external members.
• Assess member needs during each interaction and identify financial needs that may be addressed by CUTX products or services.
• Recommend appropriate and progressive CUTX product and service solutions tailored to identified member needs.
• Meet or exceed individual sales and service goals established by Retail Delivery leadership.
• Remain compliant with all applicable financial regulations, including BSA, OFAC, Regulation CC, and the USA PATRIOT Act.
• Exercise due diligence in verifying member identity, recognizing potential red flags, and placing appropriate holds on items in accordance with federal regulations and CUTX policy.
• Protect member information and other sensitive information by maintaining confidentiality and adhering to the CUTX privacy policy.
• Identify potential ITM hardware or software issues and promptly notify leadership so vendors and branch teams can be engaged.
• Coordinate with branch teams to support the resolution of member transactions that require in-branch follow-up.
• Maintain awareness of ITM transaction limits, supported transaction types, and escalation procedures.
• Conduct live ITM interactions fluently in both English and Spanish, switching languages based on member preference.
• Translate product disclosures, transaction confirmations, and procedural guidance accurately between English and Spanish during member interactions.
• Apply active listening to identify member needs that may not be explicitly stated.
• Participate in team huddles, coaching sessions, and training to continually strengthen service quality and product knowledge.
• Provide feedback on ITM workflows, scripts, and CUTX-approved AI tools that support the Virtual Branch.
• Perform other duties as required to maintain credit union services and operations.

Qualifications

• High school diploma or General Education Degree (GED) required.
• Minimum six (6) months of similar or related experience (teller, retail banking, contact center, or member-facing service).
• Prior credit union or community bank experience preferred.
• Prior experience using ITM, video banking, or contact center platforms preferred.
• Prior experience using AI- or workflow-augmented service tools preferred.

Skills

• Fluency in both English and Spanish — strong listening, written, and verbal communication skills in both languages.
• Working knowledge of BSA, OFAC, Regulation CC, and USA PATRIOT Act requirements as they apply to teller transactions.
• Strong attention to detail and accuracy in cash and transaction handling.
• Goal-oriented and self-motivated to meet sales and service targets.
• Service-oriented mindset with the ability to identify and recommend appropriate products and services.
• Problem-solving skills with the ability to define issues, gather facts, and reach sound conclusions.
• Able to multitask, prioritize, and adapt in a fast-paced, consistently changing environment.
• Strong team orientation with the ability to work effectively in a group setting.
• Basic mathematical ability (calculating figures and amounts such as percentages and proportions).
• Proficiency with Microsoft Office (Outlook, Word, Teams) and the ability to learn CUTX's core, ITM, and member service platforms.

Benefits

Bilingual service capacity is fully utilized. Percent of Spanish-language ITM interactions handled to completion without transfer. Monthly ≥ 95%

Pay

Commensurate with experience

Schedule

Varies