Client Relationship Representative (Universal Banker) - Bilingual Strongly Preferred

First Merchants Corporation; East Chicago (IN); On-site; USD 32,000 - 45,000; Full time

Job summary

First Merchants Bank is seeking a Customer Relationship Representative to join our team. You will execute on sales and service goals, provide high quality customer service, and help clients with deposits, accounts and loan applications.

You will use CRM and digital tools to educate clients, enroll them in online banking, and identify opportunities for additional products and services. Compliance and accuracy are essential.

Qualifications

• High school diploma or GED.
• 1 year banking, sales, or related experience; at least 6 months selling products or services.
• S.A.F.E Act registration required at hire through NMLS; meet qualification within 3 months.
• Ability to obtain Notary Public designation.

Responsibilities

• Deliver high-quality customer service by handling a range of banking needs in a fast-paced environment.
• Engage clients to understand financial needs and recommend products and digital solutions.
• Open new consumer and business accounts and process loan applications.
• Document interactions and manage client information to support relationship management.
• Ensure compliance with regulations and internal controls.

Skills

Customer service

Sales experience

Relationship management

Communication

Education

High school diploma

Tools

CRM

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.
• Risk Management and Compliance
  • Ensure compliance with all applicable regulations, policies, and reporting requirements, including but not limited to BSA, OFAC, CIP, EDD, and information security standards.
  • Complete required training and stay current on regulatory, operational, and product knowledge expectations.

To be successful in this position, we require the following

• 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.
• This position requires S.A.F.E Act registration at the time of employment through the Nationwide Mortgage Licensing System (NMLS). Employees hired or transferring into this position will need to meet the qualification requirements within three (3) months of hire.
• Ability to obtain Notary Public designation.