Client Relationship Representative (Universal Banker)

First Merchants Brand•Flat Rock, MI

About The Position

First Merchants Bank is seeking a Client Relationship Representative to support sales and service goals at a banking center. The role provides high-quality customer service, completes banking transactions, opens deposit accounts, processes loan applications, and recommends products, services, and digital tools that meet clients’ current and future financial needs. The representative is expected to deliver a meaningful client experience while meeting individual production goals. The position combines client relationship management, operational responsibilities, sales and business development, team support, and compliance. It involves engaging clients to understand their needs, accurately processing monetary and non-monetary requests, supporting banking center operations, and helping clients use electronic banking tools. The representative also participates in sales activities and team meetings, supports associates and the Banking Center Manager, and follows applicable regulatory and company requirements. High-performing representatives may 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.
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.
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

Provide high-quality service for a wide range of general banking needs in a fast-paced banking center.
Engage clients in conversations to identify financial needs and recommend suitable products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the scope of authority, and use feedback to strengthen relationships.
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, including stop payments, debit card orders, address changes, and check orders, in accordance with policy.
Support banking center operations by following internal controls, completing daily security procedures, and complying with policies and procedures.
Monitor and resolve deposit and loan exceptions, escalating issues when 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 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.
Use CRM and sales tools to document, track, and manage client interactions and incentive plan activity.
Pursue 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.
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.
Help associates resolve problems and answer 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.