Teller Virtual Bilingual

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.

• 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.
• Perform job duties within CUTX bylaws, regulations, Board policies, established internal and external service standards, and documented work procedures.

• 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.

Outcome

Primary KPI

Target / Direction

Members receive fast, accurate service via the ITM platform.

Average Handle Time (AHT) per ITM interaction, within accuracy standards.

Monthly

Meets or exceeds Virtual Branch standard [confirm with Manager, Virtual Branch]

Transactions are processed accurately the first time.

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

Monthly

Members rate the ITM experience highly.

Member Satisfaction (CSAT) score from post‑interaction surveys.

Monthly

▲ 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

▲ 100% of assigned goal

Bilingual service capacity is fully utilized.

Percent of Spanish‑language ITM interactions handled to completion without transfer.

Monthly

Compliance and authentication standards are met on every interaction.

Compliance/QA Audit Pass Rate (BSA, OFAC, Reg CC, identity verification, hold placement).

AI‑assisted prompts and recommendations are reviewed by the Teller before action.

Human‑in‑the‑Loop Review Rate on AI‑suggested member…