Client Relationship Representative (Universal Banker)

First Merchants Brand•Remington, IN

2d•Onsite

About The Position

First Merchants Bank is seeking a Client Relationship Representative to help the banking center achieve company goals through individual and team sales and service. The role provides high-quality customer service, completes bank transactions, opens deposit accounts, processes loan applications, and recommends products, services, and digital tools that meet clients’ financial needs. The representative delivers a meaningful customer service experience while exceeding personal production goals. The position supports client relationship management, banking center operations, sales and business development, team collaboration, and risk management. 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.
SAFE Act registration through the Nationwide Mortgage Licensing System (NMLS) is required at employment; employees 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

Provide high-quality service for a wide range of general banking needs in a fast-paced, relationship-focused banking center.
Engage clients 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 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 (TCR), vault, ATM, and branch transactions as needed.
Process non-monetary requests such as stop payments, debit card orders, address changes, and check orders.
Follow internal controls, daily security procedures, and applicable policies; monitor and resolve deposit and loan exceptions, escalating issues as appropriate.
Participate in sales and service activities to support individual, team, and banking center goals, using guided conversations and relationship management tools.
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 and manage client interactions and incentive plan activity.
Pursue business opportunities and refer clients to merchant services, treasury management, mortgages, and investments.
Participate in 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 maintain current regulatory, operational, and product knowledge.