Client Relationship Representative (Universal Banker)

Job Description

Job Description

First Merchants Bank is seeking a Customer Relationship Representative to join our team! This position is responsible for delivering high-quality customer service and accurately performing a variety of banking activities, including processing financial transactions, opening deposit accounts, and assisting with loan applications. The position identifies customer needs and recommends appropriate banking products, services, and digital solutions to support customers’ current and future financial needs. The position is also responsible for building and maintaining positive customer relationships and contributing to the banking center’s success by achieving established individual and team sales and service goals.

As part of this role you will:

• Customer Experience and Relationship Management
  • Deliver high-quality customer service by addressing a wide range of general banking needs in a fast-paced, relationship-focused banking center environment.
  • Proactively engage clients in meaningful conversations to understand current and future financial needs and recommend appropriate products, services, and digital solutions.
  • Resolve client inquiries, concerns, and complaints within scope of authority, ensuring timely resolution and a positive client experience.
  • Utilize customer feedback and service insights to strengthen client relationships, build loyalty, and create client advocates.
  • Maintain accurate client records and account information to support ongoing relationship management.
• Operational Excellence
  
  • Accurately process everyday monetary transactions, including deposits, withdrawals, loan payments, check cashing, night deposits, cashier’s checks, money orders, and change orders.
  • Perform operational responsibilities as needed, including balancing cash, teller cash recyclers (TCR), vault, ATM, and branch transactions.
  • Process non-monetary client requests, such as stop payments, debit card orders, address changes, and check orders, in accordance with policy.
  • Support banking center operations by adhering to internal controls, completing daily security procedures, and ensuring compliance with policies and procedures.
  • Monitor and resolve deposit and loan exceptions in a timely manner and escalate issues as appropriate.
• Sales and Business Development
  
  • Actively lead and participate in sales and service activities to support individual, team, and banking center scorecard goals.
  • Effectively use guided conversations and relationship management tools to identify opportunities to deepen client relationships.
  • Open new consumer and business accounts and process loan applications for new and existing clients.
  • Utilize digital tools to educate clients and enroll them in electronic banking products and services during account opening and onboarding.
  • Engage in teleconsulting activities, including call blocks and call nights, to support achievement of sales goals.
  • Utilize CRM and sales tools to document, track, and manage client interactions and incentive plan activity.
  • Recognize and pursue new business opportunities, including making partner referrals for merchant services, treasury management, mortgages, and investments.
• Team Collaboration and Leadership
  
  • Actively participate in the sales management process, including daily huddles, weekly meetings, coaching sessions, and touch bases.
  • Provide guidance and support to associates related to operational procedures, service standards, and sales practices.
  • Assist the Banking Center Manager with administrative and operational activities, including audits, branch balancing, and efficiency initiatives.
  • Serve as a resource for associates regarding problem resolution and procedural questions.
  • High-performing Client Relationship Representatives may serve as a Banking Center Mentor.
  • Risk Management and Compliance
  • Ensure compliance with all applicable regulations, policies, and reporting requirements, including but not limited to BSA, OFAC, CIP, EDD, and information security standards.
  • Complete required training and stay current on regulatory, operational, and product knowledge expectations.

To be successful in this position, we require the following:

• High school diploma or equivalent (GED).
• A minimum of one (1) year of customer service, sales, banking, or related experience.

The following would be a plus:

• Prior banking experience.
• Ability to sell and cross-sell bank products and services.
• This position requires S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire.
• Ability to obtain Notary Public designation.

First Merchants offers the following:

• Base Pay PLUS Bonuses
• Medical, Dental and Vision Insurance
• 401k
• Health Savings and Flexible Spending Accounts
• Vacation/Sick Time
• Paid Holidays
• Paid Parental Leave
• Tuition Reimbursement
• Additional Benefits

A little about us:

First Merchants is guided by a genuine philosophy of being a meaningful place to work and having a prosperous impact across all walks of life throughout the communities we serve, including consumers, businesses and other organizations. Our Vision, Mission and Team statement reflect and reinforce that authentic service philosophy.

Our Vision is:

To enhance the financial wellness of the diverse communities we serve.

Our Mission is:

To be the most responsive, knowledgeable, and high-performing financial organization for our clients, teammates, and shareholders.

Our Team:

"We are a collection of dynamic colleagues with diverse experiences and perspectives who share a passion for positively impacting lives. We are genuinely committed to attracting and engaging teammates of diverse backgrounds. We believe in the power of inclusion and belonging."

Apply today to begin your career with us!