Senior Client Relationship Representative

First Merchants Brand•Columbus, OH

2d•Onsite

About The Position

First Merchants is seeking a Senior Customer Relationship Representative responsible for delivering a high quality and meaningful customer service experience. This involves accurately completing bank transactions, opening accounts, and processing loan applications, as well as identifying products and services to meet the current and future financial needs of bank clients. The role requires meeting or exceeding established individual and team sales goals and ensuring service metrics align with organizational strategic and tactical goals. Key duties include providing customer service on general banking matters within the banking center, assisting with banking center operations like opening, closing, audits, and balancing, and assessing client financial positions to identify additional relationship opportunities. The representative will utilize in-depth knowledge of all First Merchants products and services, effectively use CRM and guided conversations to deepen client relationships, and educate clients on digital banking tools. The position also involves supporting whole bank partnerships across various lines of business and ensuring adherence to policies and procedures.

Requirements

High school diploma or equivalent (GED)
A minimum of one (1) year of banking, sales, or related experience
A minimum of six (6) months of experience selling products or services
S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS)
Ability to meet the NMLS qualification requirements within three (3) months of hire
Ability to obtain Notary Public designation
Ability to multi-task in a fast-paced environment
In-depth knowledge of products/services offered by the bank (all lines of business)

Nice To Haves

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

Responsibilities

Deliver high quality customer service on a wide variety of general banking matters within the banking center, including processing transactions, opening accounts, and processing loan applications
Assist with opening and closing of the banking center, conducting audits, and banking center balancing to ensure efficiency
Assess client’s financial position to identify additional relationship opportunities while utilizing the Gold Standard for Service expectations
Acquire and use in-depth knowledge of products/services of all lines of business at First Merchants
Meet or exceed established individual and team sales goals to help the Banking Center achieve scorecard goals
Effectively use the CRM (Client relationship management tool) and guided conversation to assess the client’s current and future financial situation to identify and recommend additional products to deepen client relationship
Utilize digital tools to provide education and help clients enroll in electronic banking products and services during account opening
Support the whole bank partnership identified during needs-based conversations including merchant services, treasury management, mortgages, and investments
Assist in banking center operations and ensure policies and procedures are followed