Client Relationship Representative (Universal Banker)

First Merchants Corporation•Clarksville, IN

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 suitable banking products, services, and digital solutions to meet current and future financial needs. It also 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, handling customer inquiries and complaints, maintaining accurate account records, processing monetary and non-monetary requests, and supporting operational controls and compliance. The role involves sales and business development, including opening consumer and business accounts, processing loan applications, educating customers about digital banking, and making referrals to partner services. The representative also participates in team sales management, supports and guides associates, and assists the Banking Center Manager with operational and administrative activities. 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 customer service and address a wide range of general banking needs.
Engage customers in conversations to understand financial needs and recommend appropriate products, services, and digital solutions.
Resolve customer inquiries, concerns, and complaints within the role’s authority, aiming for timely resolution and a positive experience.
Use customer feedback and service insights to strengthen relationships, loyalty, and customer advocacy.
Maintain accurate customer 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, including stop payments, debit card orders, address changes, and check orders, in accordance with 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.
Participate in sales and service activities to support individual, team, and banking center goals.
Use guided conversations and relationship management tools to identify opportunities to deepen customer relationships.
Open consumer and business accounts and process loan applications for new and existing customers.
Use digital tools to educate customers 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 customer interactions and incentive plan activity.
Identify 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.
Provide associates with guidance on operational procedures, service standards, and sales practices.
Assist the Banking Center Manager with audits, branch balancing, efficiency initiatives, and other administrative and operational activities.
Serve as a resource for associates on problem resolution and procedural questions.
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.