Client Relationship Representative (Universal Banker)

First Merchants Corporation•Merrillville, IN

11d

About The Position

First Merchants Bank is seeking a Client Relationship Representative to deliver high-quality customer service and 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 banking products, services, and digital solutions that support current and future financial needs. It also builds and maintains positive customer relationships and contributes to banking center success by achieving established individual and team sales and service goals. The representative works in a fast-paced, relationship-focused banking center, handling monetary and non-monetary client requests, maintaining accurate records, supporting banking center operations, and adhering to internal controls and compliance requirements. The position includes sales and business-development activities, client outreach, account opening, loan application processing, referrals, and collaboration with banking center associates and management. High-performing representatives may serve as a Banking Center Mentor.

Requirements

High school diploma or equivalent (GED).
A minimum of 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 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 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 scope of authority.
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 (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.
Adhere to internal controls, complete daily security procedures, and follow 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 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.
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, including daily huddles, weekly meetings, coaching sessions, and touch bases.
Provide associates with guidance and support related to 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.
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.