Client Relationship Representative (Universal Banker)

First Merchants Corporation•Upper Arlington, OH

34d

About The Position

First Merchants Bank is seeking a Client Relationship Representative to support individual and team sales and service metrics and help the banking center achieve company goals. 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 combines customer relationship management, transaction processing, sales and business development, operational support, team collaboration, and regulatory compliance. It works in a fast-paced, relationship-focused banking center environment. Representatives may provide guidance to associates, assist the Banking Center Manager with operational and administrative activities, and, if high-performing, serve as a Banking Center Mentor.

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 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 deliver high-quality customer service in a fast-paced 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 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, 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 in a timely manner, 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.
Conduct 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 partner referrals for merchant services, treasury management, mortgages, and investments.
Participate in the sales management process, including daily huddles, weekly meetings, coaching sessions, and touch bases.
Provide associates with guidance and support 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.