Client Relationship Representative (Universal Banker)

FIRST MERCHANTS BANK NA; Columbus (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

First Merchants Bank is seeking a Customer Relationship Representative to join our team. This role will execute on individual and team sales and service metrics to help the banking center achieve the strategic and tactical goals of the company.

Responsible for providing high quality customer service by accurately completing bank transactions and opening deposit accounts and processing loan applications while identifying and recommending products, services, and digital tools to meet the current

Qualifications

• Delivers high-quality customer service across banking needs.
• Builds and maintains client relationships to strengthen loyalty.
• Drives sales and service metrics through guided conversations.

Responsibilities

• Deliver high-quality customer service by addressing a wide range of general banking needs in a fast-paced, relationship-focused banking center environment.
• Proactively engage clients to understand current and future financial needs and recommend appropriate products, services, and digital solutions.
• Open new consumer and business accounts and process loan applications for new and existing clients; enroll clients in electronic banking products during onboarding.
• Use CRM and sales tools to document, track, and manage client interactions and incentive plan activity.

Skills

Customer service

Relationship management

Sales

Communication

Tools

CRM tools

Digital banking tools

Job description

First Merchants Bank is seeking a Customer Relationship Representative to join our team! This position will execute on individual and team sales and service metrics to help the banking center achieve the strategic and tactical goals of the company. Responsible for providing high quality customer service by accurately completing bank transactions and opening deposit accounts and processing loan applications while identifying and recommending products, services, and digital tools to meet the current and future financial needs of bank Clients. Deliver upon a meaningful customer service experience while exceeding personal production goals.

As part of this role you will:

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 banking center environment. Proactively engage clients in meaningful conversations to understand current and future 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 client 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 as needed, including 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 and procedures. Monitor and resolve deposit and loan exceptions in a timely manner and elevate 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. Effectively 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. Utilize 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 Client Relationship Representatives may serve as a Banking Center Mentor.