Client Relationship Representative (Universal Banker)

First Merchants Brand•Salem, IN

About The Position

First Merchants Bank is seeking a Client Relationship Representative to help the banking center achieve company goals by delivering high-quality service and meeting individual and team sales and service metrics. The role involves accurately completing bank transactions, opening deposit accounts, processing loan applications, and identifying products, services, and digital tools that meet clients’ current and future financial needs. The representative delivers a meaningful customer service experience while working toward personal production goals. The position covers customer relationship management, operational banking responsibilities, sales and business development, team collaboration, and risk management. It includes serving clients in a fast-paced, relationship-focused banking center, maintaining accurate records, supporting branch operations, participating in sales activities, and complying with applicable regulations and internal policies. High-performing representatives may serve as Banking Center Mentors.

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.
SAFE Act registration through the Nationwide Mortgage Licensing System (NMLS) is required at employment; employees hired or transferred into the position must meet qualification requirements within three months of hire.
Ability to obtain Notary Public designation.
Ability to multitask in a fast-paced environment.
In-depth knowledge of products and services offered by the bank across all lines of business.

Nice To Haves

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

Responsibilities

Address a wide range of general banking needs and provide high-quality customer service in a fast-paced banking center.
Engage clients in conversations to understand financial needs and recommend appropriate products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the scope of authority and use 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, vault, ATM, and branch transactions as needed.
Process non-monetary requests such as stop payments, debit card orders, address changes, and check orders according to policy.
Follow internal controls, complete daily security procedures, and comply with policies and procedures.
Monitor and resolve deposit and loan exceptions promptly, escalating issues as appropriate.
Lead and participate in sales and service activities to support 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, and touch bases as part of the sales management process.
Guide and support associates on operational procedures, service standards, and sales practices.
Assist the Banking Center Manager with administrative and operational activities, including audits, branch balancing, and efficiency initiatives.
Serve as a resource for associates on problem resolution and procedural questions; high-performing representatives may serve as a Banking Center Mentor.
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.