Client Relationship Representative (Universal Banker)

About the Role

This position executes individual and team sales and service metrics to help the banking center achieve the strategic and tactical goals of the company. You will provide high-quality customer service by accurately completing bank transactions, opening deposit accounts, and processing loan applications while identifying and recommending products, services, and digital tools to meet clients' current and future financial needs.

Responsibilities

• 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 environment.
  • Proactively engage clients in meaningful conversations to understand their 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 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 such as 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.
  • 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.
  • 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.
  • Use 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 representatives may serve as a Banking Center Mentor.
• Risk Management and Compliance
  • Ensure compliance with all applicable regulations, policies, and reporting requirements, including BSA, OFAC, CIP, EDD, and information security standards.
  • Complete required training and stay current on regulatory, operational, and product knowledge expectations.

Requirements

• High school diploma or equivalent (GED).
• A minimum of one (1) year of banking, sales, or related experience.
• At least six 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); must meet 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).

Preferred Qualifications

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

Benefits

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

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. 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. We are a collection of dynamic colleagues with diverse experiences and perspectives who share a passion for positively impacting lives and are genuinely committed to attracting and engaging teammates of diverse backgrounds.