Client Relationship Representative (Universal Banker)

Reed Road•Columbus, OH

About The Position

First Merchants Bank is seeking a Client Relationship Representative to help its banking center achieve company goals through individual and team sales and service. The role delivers high-quality customer service by completing banking transactions, opening deposit accounts, processing loan applications, and identifying products, services, and digital tools that address clients’ current and future financial needs. It combines relationship management, operational accuracy, sales activity, team support, and compliance in a fast-paced banking center.

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.
Register under the S.A.F.E. Act through the Nationwide Mortgage Licensing System (NMLS) 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 clients’ general banking needs and provide high-quality 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 inquiries, concerns, and complaints within the role’s authority, and use feedback and service insights 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 such as stop payments, debit card orders, address changes, and check orders according to policy.
Follow internal controls, complete daily security procedures, and comply with banking center policies and procedures.
Monitor and resolve deposit and loan exceptions, escalating issues when appropriate.
Participate in sales and service activities to meet 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.
Conduct 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 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 the Banking Center Manager with administrative and operational activities, including audits, branch balancing, and efficiency initiatives.
Serve as a resource for associates with problem resolution and procedural questions.
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.