Client Relationship Representative (Universal Banker)

First Merchants Brand•Merrillville, IN

10d

About The Position

First Merchants Bank is seeking a Client Relationship Representative (Universal Banker) to provide high-quality customer service and perform banking activities, including financial transactions, deposit account openings, and loan application support. The representative identifies customer needs and recommends banking products, services, and digital solutions that support customers’ current and future financial needs. This role builds and maintains positive customer relationships and contributes to banking center success by meeting individual and team sales and service goals. The role combines customer relationship management, teller and branch operations, sales and business development, team support, and risk management. Responsibilities include handling monetary and non-monetary requests, maintaining accurate account information, supporting operational controls and security procedures, opening consumer and business accounts, processing loan applications, educating customers on digital banking, and referring customers to partner services. The representative participates in sales management activities and may serve as a Banking Center Mentor if high-performing. The position requires a high school diploma or equivalent and at least one year of customer service, sales, banking, or related experience. SAFE Act registration through NMLS is required at the time of employment, with qualification requirements to be met within three months of hire. The ability to obtain Notary Public designation is also required.

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; qualification requirements must be met within three months of hire.
Ability to obtain Notary Public designation.

Nice To Haves

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

Responsibilities

Deliver high-quality service for general banking needs in a fast-paced, relationship-focused banking center.
Engage clients in conversations to understand their financial needs and recommend suitable products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the role’s 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, including stop payments, debit card orders, address changes, and check orders, in accordance with policy.
Follow internal controls and daily security procedures, and comply with policies and procedures.
Monitor and resolve deposit and loan exceptions promptly, escalating issues when appropriate.
Lead and participate in sales and service activities in support of individual, team, and banking center 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 on 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.
Use CRM and sales tools to document, track, 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, touch bases, and 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.
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.