Client Relationship Representative (Universal Banker)

First Merchants Corporation•Carmel, IN

14d

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 financial transactions, deposit account opening, and loan application assistance. 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 individual and team sales and service goals. The position works in a fast-paced, relationship-focused banking center and supports customer experience, operational excellence, sales and business development, team collaboration, and risk management. Responsibilities include resolving client concerns, maintaining accurate account information, processing transactions and service requests, supporting branch operations and controls, developing client relationships, documenting interactions, collaborating with associates, and meeting regulatory and training requirements. 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 service and address general banking needs in a fast-paced banking center.
Engage clients to understand their financial needs and recommend appropriate banking products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the role’s authority and maintain a positive client experience.
Use customer feedback and service insights to strengthen relationships and loyalty; maintain accurate client and account records.
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, in accordance with policy.
Follow internal controls and daily security procedures and support compliance with banking center policies and procedures.
Monitor and resolve deposit and loan exceptions promptly 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.
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 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.
Provide associates with guidance and support 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 on problem resolution and procedural questions; high-performing representatives may serve as a Banking Center Mentor.
Comply with applicable regulations, policies, and reporting requirements, including BSA, OFAC, CIP, EDD, and information security standards.
Complete required training and maintain current regulatory, operational, and product knowledge.