Client Relationship Representative (Universal Banker)

First Merchants Brand•Carmel, IN

13d•Onsite

About The Position

First Merchants Bank is seeking a Client Relationship Representative to provide high-quality customer service and accurately perform a range of banking activities, including processing financial transactions, opening deposit accounts, and assisting with loan applications. The representative identifies client needs and recommends appropriate banking products, services, and digital solutions, builds positive customer relationships, and contributes to individual, team, and banking center sales and service goals. The role operates in a fast-paced, relationship-focused banking center. It includes handling monetary and non-monetary transactions, supporting branch operations and controls, developing client relationships, and helping customers use electronic banking tools. The representative participates in sales management activities and may provide procedural guidance to associates or 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.
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 the 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 clients in conversations to understand their financial needs and recommend appropriate products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the role’s authority and use customer 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, vault, ATM, and branch transactions as needed.
Process non-monetary requests such as stop payments, debit card orders, address changes, and check orders.
Follow internal controls, daily security procedures, and applicable policies and procedures; monitor and resolve deposit and loan exceptions and escalate issues as appropriate.
Lead and 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 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.
Identify 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.
Provide associates with guidance on operational procedures, service standards, sales practices, problem resolution, and procedural questions.
Assist the Banking Center Manager with administrative and operational activities, including audits, branch balancing, and efficiency initiatives.
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.