Teller Virtual - Bilingual

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. The Teller Virtual - Bilingual operates within all applicable federal regulations and CUTX policies, exercises due diligence on member identification and transaction risk, and uses CUTX-approved AI and workflow tools to support accurate, compliant, and member-centric service.

Responsibilities

• Member Service & Transaction Processing
  • 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.
• Regulatory Compliance & Risk Management
  • 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.
  • Perform job duties within CUTX bylaws, regulations, Board policies, established internal and external service standards, and documented work procedures.
• ITM Platform Operations
  • 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.
• Bilingual Member Communication
  • 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.
• Continuous Improvement & Team Contribution
  • 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.

Performance Outcomes & KPIs

• Members receive fast, accurate service via the ITM platform.
  • Average Handle Time (AHT) per ITM interaction, within accuracy standards.
  • Monthly reporting; target: Meets or exceeds Virtual Branch standard.
• Transactions are processed accurately the first time.
  • Transaction Accuracy Rate — percent of transactions processed without error or rework.
  • Monthly reporting; target: ≥ 99%.
• Members rate the ITM experience highly.
  • Member Satisfaction (CSAT) score from post-interaction surveys.
  • Monthly reporting; target: Meets or exceeds Retail Delivery target.
• Sales and service goals are achieved through needs-based recommendations.
  • Product/Service Referrals and Conversion Rate against assigned goals.
  • Monthly reporting; target: 100% of assigned goal.
• Bilingual service capacity is fully utilized.
  • Percent of Spanish-language ITM interactions handled to completion without transfer.
  • Monthly reporting; target: ≥ 95%.
• Compliance and authentication standards are met on every interaction.
  • Compliance/QA Audit Pass Rate (BSA, OFAC, Reg CC, identity verification, hold placement).
  • Quarterly reporting; target: ≥ 98%.
• AI-assisted prompts and recommendations are reviewed by the Teller before action.
  • Human-in-the-Loop Review Rate on AI-suggested member recommendations and scripts.
  • Monthly reporting; target: 100%.

Requirements

• Education: High school diploma or General Education Degree (GED) required.
• Experience:
  • 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.
• Licenses, Registrations, and Certifications: None required.

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.
• Ability 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.

Core Competencies

• AI Literacy (Intermediate): The role uses AI-augmented prompts, knowledge retrieval, and recommendation tools and is responsible for human-in-the-loop review on every member-impacting output.
• Member Centricity (Intermediate): Every ITM interaction is a brand moment; the Teller must deliver an in-branch-quality experience in two languages through a video channel.
• Communication (Advanced): Bilingual English/Spanish service requires clear, accurate, and culturally aware communication across live video, voice, and chat.
• Operational Discipline (Intermediate): Transaction accuracy, hold placement, and documentation must be consistent and audit-ready on every interaction.
• Compliance Orientation (Intermediate): BSA, OFAC, Reg CC, USA PATRIOT Act/CIP, and UDAAP requirements apply to daily transactions; errors create direct regulatory and member-impact exposure.
• Risk Awareness (Intermediate): The role must recognize red flags, identity-verification concerns, and potential fraud in real time and escalate appropriately.
• Adaptability (Intermediate): Virtual Branch volume, channels, and tools evolve continuously; the role must adopt new workflows and AI-enabled tools quickly.

AI & Technology Expectations

• AI-Augmented Workflows:
  • AI-assisted next-best-action and product recommendation prompts surfaced during live ITM interactions.
  • AI-powered knowledge retrieval (policy, procedure, and disclosure lookup) supporting Teller responses in English and Spanish.
  • AI-assisted language support (translation prompts, terminology suggestions) for bilingual member interactions.
  • AI-assisted fraud and red-flag detection signals surfaced during member authentication and transaction review.
  • AI-assisted post-interaction summarization and member notes drafting for the system of record.
• AI Tier and Human-in-the-Loop Responsibility:
  • This role operates in AI Tier 2 for its principal AI-augmented workflows. The Teller Virtual - Bilingual retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output.
  • Apply human-in-the-loop review on every AI-recommended product, script, translation, or member-facing message before delivery.
  • Verify the accuracy of AI knowledge-retrieval responses against authoritative CUTX policy and procedure before relying on them with the member.
  • Stop reliance on AI output and escalate immediately if the output appears inaccurate, biased, non-compliant, or outside the role's documented scope.
  • 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:
  • 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 AI features (next-best-action prompts, knowledge retrieval, interaction summarization) as deployed by Retail Delivery.
  • CUTX-approved bilingual language support tools integrated into the Virtual Branch workflow.