Client Relationship Representative (Universal Banker)

First Merchants Corporation•Muncie, IN

18d

About The Position

First Merchants Bank is seeking a Client Relationship Representative to execute individual and team sales and service metrics that support the banking center’s strategic and tactical goals. The role provides high-quality customer service by completing banking transactions, opening deposit accounts, processing loan applications, and recommending products, services, and digital tools that address clients’ current and future financial needs. The representative delivers a strong client experience while meeting personal production goals. The position works in a fast-paced, relationship-focused banking center. It combines customer relationship management, transaction processing, operational and compliance responsibilities, sales and business development, and support for banking center colleagues. High-performing representatives may serve as a Banking Center Mentor.

Requirements

High school diploma or equivalent (GED).
At least one year of banking, sales, or related experience.
At least six months of experience selling products or services.
S.A.F.E. Act registration through the Nationwide Mortgage Licensing System (NMLS) is required at the time of employment; employees hired or transferring into the position must meet qualification requirements within three months of hire.
Ability to obtain a Notary Public designation.
Ability to multitask in a fast-paced environment.
In-depth knowledge of the bank’s products and services across all lines of business.

Nice To Haves

Prior banking experience.
Ability to sell and cross-sell bank products and services.

Responsibilities

Provide high-quality service and address clients’ general banking needs, questions, concerns, and complaints.
Engage clients in conversations to understand their financial needs and recommend relevant products, services, and digital solutions.
Use client feedback and service insights to strengthen relationships and maintain accurate client and account records.
Process monetary transactions, including deposits, withdrawals, loan payments, check cashing, night deposits, cashier’s checks, money orders, and change orders.
Balance cash, teller cash recyclers, vault, ATM, and branch transactions as needed.
Process non-monetary requests such as stop payments, debit card orders, address changes, and check orders.
Follow internal controls, security procedures, policies, and compliance requirements; monitor and resolve deposit and loan exceptions and escalate issues as appropriate.
Participate in sales and service activities to meet individual, team, and banking center scorecard goals.
Use guided conversations and relationship management tools to identify opportunities to deepen client relationships.
Open consumer and business accounts and process loan applications for new and existing clients.
Educate clients about digital tools and enroll them in electronic banking products and services during account opening and onboarding.
Participate in teleconsulting activities, including call blocks and call nights, to support sales goals.
Use CRM and sales tools to document, track, and manage client interactions and incentive plan activity.
Pursue new business opportunities and make partner referrals for merchant services, treasury management, mortgages, and investments.
Participate in daily huddles, weekly meetings, coaching sessions, touch bases, and the sales management process.
Provide colleagues with guidance on operational procedures, service standards, sales practices, problem resolution, and procedural questions.
Assist the Banking Center Manager with administrative and operational activities, including audits, branch balancing, and efficiency initiatives.
Comply with applicable regulations, policies, and reporting requirements, including BSA, OFAC, CIP, EDD, and information security standards.
Complete required training and maintain current regulatory, operational, and product knowledge.