Teller​/Accounts Representative

About The Role Position Summary

The Teller/New Accounts role serves as a front-line representative of the bank, responsible for delivering exceptional customer service, processing financial transactions accurately and efficiently, and opening and maintaining new accounts. This position combines teller responsibilities with new account functions, requiring strong product knowledge, attention to detail, and compliance with all banking regulations. Employees are expected to uphold First Bank of Wyoming’s Core Values—Embrace Responsibility, Execute with Excellence, Pursue Growth & Learning, Thrive Together—and demonstrate professionalism, adaptability, and strong problem‑solving skills in all interactions.

• Greet customers warmly, learn their names, and provide extraordinary service in alignment with Quality Service Standards and My Service Pledge:
  Smile, Eye Contact, Refer to Customers by Name, Offer Viable Options – Never Say No, Instant Acknowledgment, Customers Always Come First, End with Thank You.
• Assist customers with financial transactions, account inquiries, and product information; take ownership of issues and ensure timely resolution.
• Conduct transactions accurately and within established guidelines, including deposits, withdrawals, check cashing, loan payments, cashier’s checks, wires, cash advances, account transfers, savings bonds, and change orders.
• Accurately balance teller drawer, cash vault, coin machine, and Teller Cash Recycler (TCR) daily; maintain cash limits and safeguard assigned currency by adhering to all company policies and procedures.
• Sort, count, and strap money for vault/TCR transactions; process overages and shortages according to the Cash Variation Policy.
• Detect and manage risk in every transaction, including identifying counterfeit currency and fraudulent activity; stay current on fraud warnings and follow security protocols.
• Provide overrides for Teller I and II transactions within your limits; understand override procedures and limits for each position and transaction type.
• Assist Supervisor with quarterly audits and Teller meetings; act as a resource for endorsement questions and operational guidance.
• Shadow new tellers; mentor staff and assist with skill development.
• Assist Operations Manager/Teller Supervisor with daily, monthly, quarterly, and yearly reports as assigned.
• Prepare FED shipments and order cash while staying within vault limits.
• Troubleshoot issues with the Teller Cash Recycler (TCR), fix jams, audit the TCR, and run offage tickets as necessary.
• Assist with account maintenance, including closures, name and address changes, dormant account forms, check orders, debit card requests, foreign currency transactions, and online banking enrollment; introduce and explain bank products and services as appropriate.
• Demonstrate proficiency in computer transactions and check handling tasks, including endorsements, Reg. CC holds, OFAC, and check cashing policies.
• Maintain knowledge of teller limits, branch limits, and procedures for overrides and approvals; understand bank products and review brochures with new customers.
• Maintain knowledge of banking platforms such as BAM, Finboa, Teams, Ulti Pro, 4
  
  Sight, Teller Menu, and Silverlake; know how to quote deposit rates and where to locate them.
• Research, troubleshoot, and resolve customer and internal inquiries regarding policies, practices, and products, exercise independent judgment under minimal supervision.
• Assist with opening and closing all account types, including checking, savings, CDs, IRAs, HSAs, safe deposit boxes, and online banking, with minimal errors and avoiding SOX violations.
• Correct account errors promptly and accurately.
• Call customers regarding possible fraud and BANO transactions.
• Demonstrate knowledge of Treasury Management products and assist customers in selecting appropriate solutions.
• Understand overdraft fee refund limits and process refunds within authority.
• Know products offered through Heartland for business accounts and submit referrals as needed.
• Explain APY vs. interest rate differences and calculate for customers when necessary.
• Understand limits for wires, cashier’s checks,…