Client Relationship Representative (Universal Banker)

First Merchants Corporation • Farmington Hills, MI

2h

About The Position

First Merchants Bank is seeking a Client 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 role identifies customer needs and recommends appropriate banking products, services, and digital solutions to support customers’ current and future financial needs. It also builds and maintains positive customer relationships and contributes to the banking center’s success by achieving established individual and team sales and service goals.

The position operates in a fast-paced, relationship-focused banking center environment. It combines customer relationship management, transaction processing, operational responsibilities, sales and business development, team support, and regulatory compliance. 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.

Nice To Haves

• Prior banking experience.
• Ability to sell and cross-sell bank products and services.
• S.A.F.E. Act registration through the Nationwide Mortgage Licensing System (NMLS); employees hired or transferring into the position must meet qualification requirements within three months of hire.
• Ability to obtain Notary Public designation.

Responsibilities

• Deliver high-quality customer service by addressing general banking needs in a relationship-focused banking center.
• Engage clients in conversations to understand their financial needs and recommend suitable banking products, services, and digital solutions.
• Resolve client inquiries, concerns, and complaints within the scope of authority and maintain a positive client experience.
• Use customer feedback and service insights to strengthen relationships, build loyalty, and create client advocates.
• 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 applicable policies and procedures.
• Monitor and resolve deposit and loan exceptions promptly and escalate issues as appropriate.
• 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.
• Use digital tools to educate clients 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 client interactions and incentive plan activity.
• Pursue new business opportunities and make partner referrals for merchant services, treasury management, mortgages, and investments.
• Participate in the sales management process through 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.
• Ensure compliance 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.

Benefits

• Base pay plus bonuses.
• Medical, dental, and vision insurance.
• 401(k).
• Health savings and flexible spending accounts.
• Vacation and sick time.
• Paid holidays.
• Paid parental leave.
• Tuition reimbursement.
• Additional benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED