Teller Lead

The Lead Teller leads the branch teller team in delivering accurate, efficient, and member‑centered financial transactions at Credit Union of Texas. The role oversees day‑to‑day cash operations — including safes, vault, recyclers, ATM replenishment, and negotiable instruments — and ensures the branch operates in full compliance with CUTX policies, audit standards, and applicable regulations (BSA/AML, OFAC, USA PATRIOT Act, Regulation CC).

The Lead Teller identifies member financial needs, recommends appropriate CUTX products and services, coaches teller team members toward their sales and service goals, and uses CUTX‑approved AI and productivity tools to streamline operational tasks under documented human oversight.

• Deliver an unexpected experience by consistently providing outstanding service to internal and external members with every interaction.
• Process member transaction requests accurately and efficiently, including deposits, withdrawals, transfers, loan payments, and negotiable instrument issuance.
• Identify member financial needs and recommend appropriate CUTX product and service solutions to meet those needs.
• Meet or exceed individual sales and service goals established by leadership.
• Respond to escalated member inquiries and resolve service issues within authority; escalated appropriately when outside delegated limits.

• Lead the branch teller team in meeting or exceeding established sales, service, and operational goals.
• Provide day‑to‑day coaching, transaction guidance, and on‑the‑job training to tellers.
• Support the Branch Manager with scheduling coverage, workflow assignment, and performance feedback for the teller team.
• Model CUTX brand standards and reinforce adherence to policies and procedures across the teller team.

• Maintain day‑to‑day supervision of safes, vault, cash drawers, recyclers, negotiable instruments, and balancing and summarization procedures.
• Oversee ordering, receiving, and verification of incoming and outgoing vault cash and ensure adequate cash levels are maintained for the branch and employees.
• Maintain ATM cash, replenishment, and balancing and prepare all necessary reports for accounting purposes.
• Assign and control employee keys and ensure keys are issued and maintained in accordance with CUTX policies and procedures.
• Approve checks, drafts for deposit, and other member requests beyond teller‑authorized procedures and within delegated authority.
• Perform branch audits including recyclers, employee cash and paper audits, membership and account modifications, safe deposit boxes, and related controls.
• Exercise due diligence by placing appropriate holds on checks deposited in accordance with Regulation CC and the CUTX Funds Availability Policy, and ensure teller team members adhere to these policies.
• 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, and ensure team members do the same.
• Identify and escalate suspicious activity, potential fraud, elder financial exploitation, or member‑harm concerns to the Branch Manager and the BSA/Compliance function.
• Maintain accurate, audit‑ready documentation of overrides, exceptions, audits, and cash events.

• Ensure the branch is compliant with all regulations and CUTX policies and procedures regarding operations and member service.
• Comply with CUTX brand standards and ensure that all store employees adhere to CUTX policies and procedures.
• Use CUTX‑approved AI and productivity tools (e.g., Sam, Microsoft Copilot) to support knowledge lookup, procedure clarification, and routine drafting, applying human review on every output before action.
• Identify recurring operational pain points and recommend improvements to the Branch Manager.

Outcome

Primary KPI

Target / Direction

Teller transactions are processed accurately and balance daily.

Teller Balancing Accuracy — percent of days the Lead Teller and supervised drawers balance without material outage.

Monthly

Branch cash operations are well‑controlled.

Cash…