Senior Client Relationship Representative

About the role

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.

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."

Responsibilities

• 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.
• Perform and oversee complex monetary and non-monetary transactions, ensuring accuracy, efficiency, and adherence to internal controls.
• 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