Client Relationship Representative (Universal Banker)

First Merchants Brand•Muncie, IN

17d

About The Position

First Merchants Bank is seeking a Client Relationship Representative to support the achievement of individual and team sales and service metrics and the strategic and tactical goals of the banking center. The role provides high-quality customer service by 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 is expected to deliver a meaningful client experience while exceeding personal production goals. The position supports client relationship management, operational excellence, sales and business development, team collaboration, and risk management. Responsibilities include addressing banking needs and resolving client concerns; processing monetary and non-monetary transactions; maintaining accurate records; opening consumer and business accounts; processing loan applications; educating clients about digital banking; documenting client interactions in CRM and sales tools; and referring clients to other bank services. The representative also supports banking center operations, mentors and assists associates, and complies with applicable regulations, policies, and reporting requirements.

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 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

Address a wide range of general banking needs and deliver high-quality customer service in a fast-paced, relationship-focused banking center.
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 role’s authority, and use client 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), the vault, ATM, and branch transactions as needed.
Process non-monetary requests such as stop payments, debit card orders, address changes, and check orders in accordance with policy.
Follow internal controls, daily security procedures, and banking policies and procedures.
Monitor and resolve deposit and loan exceptions, 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 new 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.
Identify new business opportunities and make referrals for merchant services, treasury management, mortgages, and investments.
Participate in daily huddles, weekly meetings, coaching sessions, touch bases, and the sales management process.
Guide and support associates on operational procedures, service standards, and sales practices; 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.
Complete required training and maintain current regulatory, operational, and product knowledge.
Comply with applicable regulations, policies, and reporting requirements, including BSA, OFAC, CIP, EDD, and information security standards.