Senior Client Relationship Representative

About the Role

First Merchants is seeking a Senior Customer Relationship Representative to deliver a high‑quality, meaningful customer service experience. The role involves accurately completing bank transactions, opening accounts, processing loan applications, and identifying products and services to meet clients’ current and future financial needs. The representative must meet or exceed individual and team sales goals while ensuring service metrics align with the organization’s strategic and tactical objectives.

Responsibilities

• Customer Experience and Relationship Management
  • Deliver an exceptional client experience by managing complex service and relationship needs in a fast‑paced, relationship‑focused banking center.
  • Act as a trusted advisor, conducting in‑depth conversations to understand clients’ financial situations and recommend integrated solutions across multiple product lines.
  • Serve as a point of escalation for advanced client inquiries and service issues, ensuring timely, accurate resolution and appropriate follow‑through.
  • 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.
• Operational Excellence
  • Perform and oversee complex monetary and non‑monetary transactions, ensuring accuracy, efficiency, and adherence to internal controls.
  • Balance cash, teller systems (TCR), vault, ATM, and branch transactions as needed.
  • Process and review higher‑risk or more complex client requests (e.g., stop payments, exceptions, account maintenance) in accordance with policy.
  • Identify trends, exceptions, or risks and escalate appropriately to support overall banking center operational integrity.
  • Follow daily security procedures and operational standards consistently.
• Sales and Business Development Leadership
  • Lead by example in achieving individual sales goals while supporting banking center scorecard performance.
  • Conduct advanced guided conversations to identify opportunities for deeper client relationships through deposits, lending, digital tools, and referrals.
  • Open new consumer and business accounts and process loan applications with high accuracy and product knowledge.
  • Drive effective onboarding by enrolling clients in appropriate digital banking services and completing required follow‑up activities.
  • Participate 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.
• Team Collaboration and Leadership
  • 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.
  • Assist the Banking Center Manager with operational reviews, audits, branch balancing, and workflow optimization.
  • Help resolve associate problems and procedural inquiries, reinforcing consistent service and sales standards.
  • Mentor new hires, supporting onboarding and development as a Banking Center Mentor.
• 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.

Requirements

• High school diploma or equivalent (GED).
• Minimum of one (1) year of banking, sales, or related experience.
• Minimum of six (6) 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); qualification must be obtained 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 the bank’s product and service lines.
• Prior banking experience (preferred).
• Proven ability to sell and cross‑sell bank products and services.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Vacation and sick time
• Paid holidays
• Paid parental leave
• Tuition reimbursement
• Additional benefits (details provided by employer)

Pay

Base pay plus bonuses.