Client Relationship Representative (Universal Banker)

First Merchants Brand•Muncie, IN

3d•Onsite

About The Position

First Merchants Bank is seeking a Client Relationship Representative to deliver high-quality customer service and perform a variety of banking activities, including processing financial transactions, opening deposit accounts, and assisting with loan applications. The role identifies customer needs and recommends banking products, services, and digital solutions that support customers’ current and future financial needs. It builds and maintains positive customer relationships and contributes to banking center success by achieving individual and team sales and service goals. The representative works in a fast-paced, relationship-focused banking center environment. The position also supports banking center operations, associates, and the Banking Center Manager, while adhering to internal controls, security procedures, applicable regulations, and company policies. High-performing representatives may serve as a Banking Center Mentor. 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 the qualification requirements within three months of hire.

Requirements

High school diploma or equivalent (GED).
At least one year of customer service, sales, banking, or related experience.
S.A.F.E. Act registration through the Nationwide Mortgage Licensing System (NMLS) is required at the time of employment; qualification requirements must be met within three months of hire for employees hired or transferring into the position.

Nice To Haves

Prior banking experience.
Ability to sell and cross-sell bank products and services.
Ability to obtain Notary Public designation.

Responsibilities

Deliver high-quality customer service and address general banking needs.
Engage clients in conversations to understand their financial needs and recommend appropriate products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the scope of authority and use customer feedback to strengthen relationships and loyalty.
Maintain accurate client records and account information.
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 (TCR), vault, ATM, and branch transactions as needed.
Process non-monetary client requests, including stop payments, debit card orders, address changes, and check orders, in accordance with policy.
Follow internal controls and daily security procedures, comply with policies, and monitor and resolve deposit and loan exceptions, escalating issues when appropriate.
Lead and participate in sales and service activities to achieve 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.
Use digital tools to educate clients 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 the sales management process, including daily huddles, weekly meetings, coaching sessions, and touch bases.
Provide associates with guidance on operational procedures, service standards, and sales practices, and serve as a resource for 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 stay current on regulatory, operational, and product knowledge expectations.