Client Relationship Representative (Universal Banker)

First Merchants Corporation•Liberty, IN

78d

About The Position

First Merchants Bank is seeking a Client Relationship Representative to support individual and team sales and service metrics and help the banking center achieve company goals. The role delivers high-quality customer service by accurately completing banking transactions, opening deposit accounts, and processing loan applications. Representatives identify and recommend products, services, and digital tools that meet clients’ current and future financial needs, provide a meaningful customer experience, and work toward personal production goals. The position operates in a fast-paced, relationship-focused banking center. It combines customer relationship management, transaction processing, sales and business development, operational support, team collaboration, and compliance responsibilities. The representative may also guide associates and assist the Banking Center Manager with administrative and operational activities. 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.
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.
Ability to obtain Notary Public designation.
Ability to multitask in a fast-paced environment.
In-depth knowledge of products and services offered by the bank across all lines of business.

Nice To Haves

Prior banking experience.
Ability to sell and cross-sell bank products and services.

Responsibilities

Address general banking needs and deliver high-quality customer service in a relationship-focused banking center.
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 scope of authority and use feedback to strengthen relationships and loyalty.
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, according to policy.
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 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, 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 sales management activities, including daily huddles, weekly meetings, coaching sessions, and touch bases.
Guide and support associates on operational procedures, service standards, and sales practices; assist with 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.