Client Relationship Representative (Universal Banker)

First Merchants Corporation•Remington, IN

About The Position

First Merchants Bank is seeking a Client Relationship Representative to execute individual and team sales and service metrics that support the banking center’s strategic and tactical goals. The role provides high-quality customer service, accurately completes bank transactions, opens deposit accounts, processes loan applications, and identifies and recommends products, services, and digital tools to meet clients’ current and future financial needs. The representative delivers a meaningful customer service experience while exceeding personal production goals. The role works in a fast-paced, relationship-focused banking center and includes customer relationship management, daily monetary and non-monetary transactions, operational and security procedures, sales and business development, and risk and compliance responsibilities. The representative also collaborates with and supports associates and may serve as a Banking Center Mentor. High-performing representatives may take on that mentor role.

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 the time of 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 the bank’s products and services across all lines of business.

Nice To Haves

Prior banking experience.
Ability to sell and cross-sell bank products and services.

Responsibilities

Address a wide range of general banking needs and resolve client inquiries, concerns, and complaints within the scope of authority.
Engage clients in conversations to understand their financial needs and recommend relevant products, services, and digital solutions.
Use customer feedback and service insights to strengthen client relationships and maintain accurate client and account records.
Process deposits, withdrawals, loan payments, check cashing, night deposits, cashier’s checks, money orders, and change orders accurately.
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 in accordance with policy.
Follow internal controls, daily security procedures, and applicable policies and procedures; monitor and resolve deposit and loan exceptions 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, process loan applications, and educate clients about and enroll them in electronic banking products and services.
Conduct teleconsulting activities, including call blocks and call nights, and use CRM and sales tools to document 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 daily huddles, weekly meetings, coaching sessions, and touch bases.
Provide associates with guidance on operational procedures, service standards, sales practices, 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 knowledge.