Client Relationship Representative (Universal Banker)

First Merchants Corporation•Muncie, IN

26d

About The Position

First Merchants Bank is seeking a Client Relationship Representative to deliver high-quality customer service and accurately perform banking activities, including financial transactions, deposit account opening, and loan application assistance. The role identifies customer needs and recommends banking products, services, and digital solutions to support current and future financial needs. It also builds and maintains customer relationships and contributes to banking center success by meeting individual and team sales and service goals. The representative serves customers in a fast-paced, relationship-focused banking center, handling inquiries and complaints, maintaining accurate client records, and processing monetary and non-monetary requests. The role supports branch operations and compliance, participates in sales and business development, and collaborates with and provides guidance to associates. 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.
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 role must meet 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 service for general banking needs and engage clients to understand their financial needs and recommend suitable products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the scope of authority, and use customer feedback and service insights to build loyalty and 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 according to 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 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.
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.
Identify new business opportunities and make partner referrals for merchant services, treasury management, mortgages, and investments.
Participate in sales management activities, including daily huddles, weekly meetings, coaching sessions, and touch bases.
Provide associates with guidance and support on operational procedures, service standards, and sales practices; serve as a resource for 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 remain current on regulatory, operational, and product knowledge expectations.