Small Business Client Support Specialist

Job Description

Job Description

First Merchants Bank is seeking a Small Business Client Support Specialist to join our team! This position will Serve a critical role as a specialist partner to the Small Business Banking team by driving successful processing of commercial loan requests and actively supporting portfolio management. Deliver high impact customer service by efficiently resolving client needs with precision and urgency, ensuring a seamless banking experience. Mitigate operational and reputational risk through strict compliance with established procedures and regulatory standards. Proactively identify and address portfolio needs, contributing to team efficiency and client satisfaction. To thrive in this role, one must demonstrate adaptability in a dynamic workflow, excel at learning quickly in a fast-paced environment, and manage multiple priorities with confidence and consistency – ultimately supporting the bank’s ability to grow market share.

As part of this role you will:

• Execute and support Business Banking Lending Requests with Specialist Expertise.
  • Ensure timely and compliant submission of credit requests by assembling complete and accurate loan files in accordance with policy and regulatory standards.
  • Work closely with SBDO’s, documentation teams, and third-party providers to confirm collateral and loan request details for precise and timely documentation.
  • Collaborate with stakeholders including the Commercial Fulfillment Group to ensure documentation is quickly and accurately prepared and finalized without delays.
  • Complete due diligence based on various entity structures and collateral types and prepare the deal for closing by verifying that all conditions to close are fully satisfied.
  • Manage the disbursement of loan proceeds and fee collection with accuracy, ensuring all actions are consistent with the executed loan documents and regulatory standards.
  • Ensure the prompt and precise preparation of loan transactions for boarding post-closing, with all documentation reviewed and system entries updated to match the final executed terms.
  • Handle the processing of withdrawn or declined deals promptly and efficiently, adhering to specific procedures to ensure timely resolution and accurate documentation retention.
• Deliver exceptional customer service to commercial clients to ensure a positive client experience.
  
  • Respond promptly and accurately to customer requests in strict adherence to bank policies, regulations and procedures, ensuring a high level of service and compliance with all relevant guidelines.
  • Resolve customer inquiries and issues efficiently within the scope of authority, proactively collaborating with internal partners to meet customer needs and ensure timely resolution.
  • Process customer transaction requests, such as loan advances, payments and wire transfers, accurately and promptly, while maintaining clear communication with customers to ensure satisfaction.
  • Work collaboratively with cross-functional teams to address customer needs and proactively resolve any challenges, ensuring all transactions, monetary and non-monetary, are processed according to established procedures and within service expectations. Examples of monetary transactions that may need to be researched or performed on a client’s behalf are loan advances, transfers, loan payments, refunds, issuance of Official
    Items, wire transfers, etc.
• Transaction Support & Account Servicing responsibilities for executing and overseeing a range of non-monetary tasks that support accurate and efficient client account operations.
  This includes research in order to ensure timely and compliant handling of complex transaction activities and account maintenance. Key responsibilities including, but not limited to, preparation, submission or research of the following:
  
  • Transaction Reversals
  • Payoff Calculations
  • Corrections
  • Auto Transfer or ACH Loan Payment
  • Address Changes
  • Invoices
  • Online Banking
  • Waivers
  • Refunds
  • Amortization Schedules
  • Client Letters
• Act as a proactive partner to the Small Business Banking team by supporting portfolio management activities, identifying potential issues early, and taking action to mitigate risk and maintain portfolio stability.
  
  • Work in partnership with the Small Business Banking team to monitor, research, and resolve exceptions related to financials, loans and collateral, ensuring timely resolution or thorough documentation of collection efforts and outstanding issues.
  • Ensure timely action on delinquent and maturing loans through proactive tracking and coordination with the Small Business Banking team to maintain a healthy and well managed portfolio.
  • Resolve insurance-related issues swiftly through regular monitoring and strategic collaboration, ensuring the bank avoids unnecessary risk or forced-placed insurance events.
  • Ensure all collateral documentation is processed accurately and efficiently so that liens can be perfected, safeguarding the bank’s collateral position and support regulatory compliance.
  • Facilitate routine check-ins with Small Business Banking partners to stay aligned on client activity, ensure timely follow-up on action items, and drive continued operational efficiency.
  • Utilize reporting tools effectively to monitor key activities and communicate progress, ensuring partners and upper management have the information needed to drive decisions and maintain portfolio oversight.
  • Request or prepare payoff statements as needed, process payoff transactions, and complete the appropriate collateral release process.
• Uphold all regulatory and compliance standards by consistently validating that all activities meet required standards, supporting audit readiness and organizational integrity.
  
  • Monitor and respond to all compliance dashboards, including Regulation B, ARMCP, HMDA, etc, with urgency and precision to ensure timely resolution of flagged items and alignment with regulatory expectations.
  • Thoroughly review and maintain loan files to ensure strict compliance with all applicable laws and regulations (e.g., Know Your Customer, OFAC, CIP, Beneficial Ownership, Flood, Regulation U, Regulation O, etc) protecting the bank from regulatory exposure and operational risk.
  • Continuously update and apply knowledge of internal policies and external regulations to ensure full compliance and promote accuracy, accountability, and regulatory alignment in daily operations.
• Participate in special projects as assigned by Management.
• Mitigates fraud risk through prompt response, proactive prevention, and coordination between clients, internal fraud team and relationship manager.
• Identify opportunities to improve banking and internal operational processes.

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

• High school diploma or equivalent (GED).
• Minimum of three (3) years administration, banking or financial services experience, three (3) years education in a related field, or a combination thereof.
• Demonstrated experience with Microsoft Office (Word, Excel, Outlook, Teams).
• Ability to obtain Notary Public Designation within 6 months

The following would be a plus:

• Prior experience supporting commercial lending, document preparation, or loan servicing is highly desirable.
• Familiarity with banking terminology.
• Basic understanding of banking regulations and compliance-related areas such as KYC, OFAC and CIP.
• Strong analytical and organizational skills, attention to detail, and time management.
• Effective verbal and written communication skills.
• Ability to work independently while maintaining collaborative relationships with internal departments.
• Ability to multi-task in an independent work environment.

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!