Client Relationship Representative (Universal Banker)

First Merchants Brand • Upper Arlington, OH

3d

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, opening deposit accounts, and assisting with loan applications. The role identifies customers’ needs and recommends relevant banking products, services, and digital solutions to support their current and future financial needs. It builds and maintains positive customer relationships and contributes to banking center success by meeting individual and team sales and service goals.

The representative serves customers in a fast-paced, relationship-focused banking center. Responsibilities span customer relationship management, banking operations, sales and business development, team collaboration, and compliance. High-performing representatives may serve as a Banking Center Mentor. The position requires S.A.F.E. Act registration through the Nationwide Mortgage Licensing System (NMLS); employees must meet qualification requirements within three months of hire.

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); 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 general banking needs.
• Engage clients in conversations to understand financial needs and recommend appropriate products, services, and digital solutions.
• Resolve client 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 (TCR), 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, daily security procedures, and applicable policies and procedures; monitor and resolve deposit and loan exceptions and escalate issues when 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.
• 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 sales management activities, including daily huddles, weekly meetings, coaching sessions, and touch bases.
• Provide associates with guidance on operational procedures, service standards, and sales practices; serve as a resource for 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.

Benefits

• Base pay plus bonuses.
• Medical, dental, and vision insurance.
• 401(k).
• Health Savings and Flexible Spending Accounts.
• Vacation and sick time.
• Paid holidays.
• Paid parental leave.
• Tuition reimbursement.
• Additional benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED