Client Relationship Representative (Universal Banker)

First Merchants Corporation•Upper Arlington, OH

About The Position

First Merchants Bank is seeking a Client Relationship Representative to provide 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 representative identifies customer needs and recommends appropriate banking products, services, and digital solutions to support customers’ current and future financial needs. The role also builds and maintains positive customer relationships and contributes to the banking center’s success by achieving individual and team sales and service goals. The position works in a fast-paced, relationship-focused banking center environment. It includes customer service, monetary and non-monetary transactions, operational and compliance responsibilities, sales and business development, and support for associates and banking center operations. 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.

Nice To Haves

Prior banking experience.
Ability to sell and cross-sell bank products and services.
Ability to meet the qualification requirements for S.A.F.E. Act registration through the Nationwide Mortgage Licensing System within three months of hire.
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 maintain positive client experiences.
Use customer feedback and service insights to strengthen relationships and build client 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 (TCR), 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, complete daily security procedures, and comply with policies and procedures.
Monitor and resolve deposit and loan exceptions, escalating issues as appropriate.
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.
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 daily huddles, weekly meetings, coaching sessions, touch bases, and the sales management process.
Provide associates with guidance and support on operational procedures, service standards, and sales practices.
Assist the Banking Center Manager with audits, branch balancing, administrative and operational activities, and efficiency initiatives.
Serve as a resource for associates on 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.