Senior Client Service Rep

Description First Merchants is seeking a Senior Customer Relationship Representative to join our team! This position is responsible for delivering a high quality and meaningful customer service experience by 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. They are responsible for meeting or exceeding established individual and team sales goals, as well as ensuring service metrics achieve the strategic and tactical goals of the organization.
Customer Experience and Relationship Management
Deliver a consistently exceptional client experience by managing complex service and relationship needs in a fast-paced, relationship-focused banking center environment.
Serve as a trusted advisor by conducting in-depth conversations to understand clients' financial situations and recommend integrated solutions across multiple product lines.
Act as a point of escalation for advanced client inquiries and service issues, ensuring timely, accurate resolution and appropriate follow-through.
Proactively strengthen client relationships by leveraging service insights and feedback to build loyalty, retention, and advocacy.
Maintain accurate and complete client records to support effective relationship building and nurturing.
Complete operational responsibilities including balancing cash, teller systems (TCR), vault, ATM, and branch transactions as needed.
Process and review higher-risk or more complex client requests in accordance with policy, including stop payments, exceptions, and account maintenance activities.
Support overall banking center operational integrity by identifying trends, exceptions, or risks and escalating as appropriate.
Lead by example in achieving individual sales goals while actively supporting banking center scorecard performance.
Conduct advanced guided conversations to identify opportunities to deepen client relationships through deposits, lending, digital tools, and referrals.
Open new consumer and business accounts and process loan applications with a high degree of accuracy and knowledge.
Drive effective onboarding by ensuring clients are enrolled in appropriate digital banking services and completing required follow-up activities.
Actively engage in teleconsulting activities, including outbound call blocks and call nights to support individual and team performance.
Utilize CRM and sales tools to document activity, manage pipelines, and support incentive plan requirements.
Partner with internal product specialists and refer clients to merchant services, treasury management, mortgage, and investment partners as appropriate.
Serve as a senior resource within the banking center, providing guidance and informal coaching to Client Relationship Representatives and Service Associates.
Support execution of the sales management process through participation in huddles, meetings, coaching conversations, and skill development activities.
Support associate problem resolution and procedural inquiries, reinforcing consistent service and sales standards.
Senior Client Relationship Representatives will serve as Banking Center Mentors and support onboarding and development of new hires.
Risk Management and Compliance
Ensure adherence to all regulatory, compliance, and information security requirements, including BSA, OFAC, CIP, EDD, and related reporting standards.
Exercise sound judgment in identifying, escalating, and documenting risk-related concerns.
Complete required training and maintain strong working knowledge of regulatory, operational, and product updates.

High school diploma or equivalent (GED).
E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). Base Pay PLUS Bonuses

• Medical, Dental and Vision Insurance
• Health Savings and Flexible Spending Accounts
• Paid Holidays
• Tuition Reimbursement
• 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.

To enhance the financial wellness of the diverse communities we serve.
To be the most responsive, knowledgeable, and high-performing financial organization for our clients, teammates, and shareholders.
We are a collection of dynamic colleagues with diverse experiences and perspectives who share a passion for positively impacting lives. We believe in the power of inclusion and belonging."
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities