Client Relationship Representative (Universal Banker)

First Merchants Brand•Munster, IN

26d

About The Position

First Merchants Bank is seeking a Client Relationship Representative to support individual and team sales and service metrics and help the banking center achieve company goals. The role provides high-quality customer service by processing banking transactions, opening deposit accounts, handling loan applications, and identifying suitable products, services, and digital tools for clients’ financial needs. It is performed in a fast-paced, relationship-focused banking center environment. The representative also supports banking center operations, compliance, sales activities, and team development. 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 the time of employment; employees hired or transferring into the position 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 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 appropriate products, services, and digital solutions.
Use customer feedback and service insights to strengthen client relationships 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, including stop payments, debit card orders, address changes, and check orders, in accordance with policy.
Follow internal controls, complete daily security procedures, and comply with 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 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.
Guide and support associates on operational procedures, service standards, and sales practices; serve as a resource for procedural questions and problem resolution.
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 stay current on regulatory, operational, and product knowledge expectations.