Client Relationship Representative (Universal Banker)

First Merchants Corporation•Milan, MI

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 representative serves clients in a fast-paced, relationship-focused banking center, supports operational and compliance requirements, and participates in sales and service activities. The position may also provide guidance to 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 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 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 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 client requests such as stop payments, debit card orders, address changes, and check orders.
Follow internal controls, daily security procedures, 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.
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 daily huddles, weekly meetings, coaching sessions, and touch bases as part of the sales management process.
Provide associates with guidance on operational procedures, service standards, sales practices, problem resolution, and procedural questions.
Assist the Banking Center Manager with 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.