Consumer Client Service Manager

First Merchants Brand•Middletown, IN

2d•Onsite

About The Position

This role involves working with the Banking Center Manager to implement and lead sales tactics and strategies for the banking center, aiming to drive sales productivity and grow market share for deposits and loans. The manager will provide balanced feedback through monthly coaching sessions as part of the Sales Management Process. Responsibilities include utilizing kiosks to educate and enroll customers in electronic banking products, deepening client relationships through guided conversations, cross-selling, and partner referrals. The manager will also assist on the teller line during peak times to reduce wait times and fill service gaps, manage all operational aspects of the banking center, ensure successful results on the operational scorecard, and monitor and resolve deposit and loan exceptions to ensure compliance and improve customer experience. First Merchants is committed to enhancing the financial wellness of diverse communities and being a responsive, knowledgeable, and high-performing financial organization for clients, teammates, and shareholders. They are dedicated to attracting and engaging diverse teammates and fostering inclusion and belonging.

Requirements

High school diploma or equivalent (GED/HSE)
Over one (1) year of sales, management, banking, or related experience
S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS)
Meet the qualification requirements for S.A.F.E Act registration within three (3) months of hire
Obtain Notary Public designation within six (6) months of employment

Nice To Haves

Demonstrated ability to sell and cross-sell bank products and services
Consumer lending experience
Supervisory or lead experience in the banking industry
Demonstrated ability to manage sales team to achieve threshold activity levels and performance goals
Bachelor’s degree

Responsibilities

Work with the Banking Center Manager to implement and lead sales tactics and strategies for the banking center to drive sales productivity while growing market share for deposits and loans
Provide balanced feedback through ongoing informal and formal documented coaching sessions monthly as a part of the Sales Management Process
Utilize the kiosk to provide education and help new and existing customers enroll in electronic banking products and services as needed
Effectively utilize and mentor to the guided conversation to deepen client relationships and deliver the whole bank through cross selling and partner referrals to increase share of wallet
Be the first person to provide assistance on the teller line during peak times or when needed to help reduce wait times and fill service gaps
Manage all operational aspects of the banking center
Ensure successful results on the operational scorecard for the banking center
Monitor and assist with the resolution of deposit and loan exceptions in a timely fashion to ensure compliance and improve the customer experience