Client Relationship Representative (Universal Banker)

First Merchants Corporation•Portland, IN

3d•Onsite

About The Position

First Merchants Bank is seeking a Customer Relationship Representative to deliver high-quality customer service and accurately perform a variety of banking activities, including processing financial transactions, opening deposit accounts, and assisting with loan applications. The representative identifies customer needs and recommends appropriate banking products, services, and digital solutions to support current and future financial needs. The role also builds and maintains positive customer relationships and contributes to banking center success by achieving individual and team sales and service goals. The position serves customers in a fast-paced, relationship-focused banking center. It includes monetary and non-monetary transactions, cash and branch balancing, account opening, loan application processing, customer education about digital banking, and participation in sales and service activities. The representative supports banking center operations, follows policies and controls, contributes to team development, and ensures compliance with applicable regulations. High-performing representatives may serve as a Banking Center Mentor.

Requirements

High school diploma or equivalent (GED).
At least one year of customer service, sales, banking, or related experience.
SAFE 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.

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 service for a wide range of general banking needs and engage clients to understand their financial needs and recommend relevant products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the role’s authority, using feedback and service insights 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 requests such as stop payments, debit card orders, address changes, and check orders in accordance with policy.
Follow internal controls and daily security procedures, and 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 goals; use guided conversations and relationship management tools to identify opportunities.
Open consumer and business accounts, process loan applications, and educate clients about and enroll them in electronic banking products and services.
Participate in teleconsulting activities, including call blocks and call nights, and use CRM and sales tools to document and manage client interactions and incentive plan activity.
Identify 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; provide associates with guidance on 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 associate questions and problem resolution.
Comply with applicable regulations, policies, and reporting requirements, including BSA, OFAC, CIP, EDD, and information security standards; complete required training and stay current on relevant expectations.