Client Relationship Representative (Universal Banker)

First Merchants Corporation; Novi (MI); In loco; USD 35.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonuses

Medical, Dental and Vision Insurance

401k

HSA/FSA

Vacation/Sick Time

Paid Holidays

Parental Leave

Tuition Reimbursement

Other Benefits

Descrizione del lavoro

First Merchants Bank in Novi, MI is seeking a Customer Relationship Representative to deliver high-quality service, handle deposits, and process loan applications while identifying opportunities to meet client needs. You will work in a fast-paced, relationship-focused environment and use CRM tools to document interactions and promote digital banking solutions.

Join a team focused on exceptional client experiences, achieving sales and service goals, and supporting customers with digital tools,

Competenze

• Must have strong customer service skills and banking knowledge.
• Ability to open deposits and process loan applications.
• Proactive cross-selling and education of clients on digital tools.
• Accurate, compliant handling of transactions and records.

Mansioni

• Deliver high-quality customer service addressing a wide range of banking needs.
• Engage clients to understand financial needs and recommend products and digital solutions.
• Resolve inquiries and complaints promptly to ensure a positive experience.
• Maintain accurate client records to support relationship management.
• Process deposits, withdrawals, loan payments, and other transactions accurately.
• Balance cash, handle cash recyclers, vault, ATM, and branch transactions as needed.
• Open new accounts and process loan applications for new and existing clients.
• Document client interactions in CRM and monitor incentive plan activity.
• Ensure compliance with policies, procedures, and regulatory requirements.

Conoscenze

Customer service

Relationship management

Sales

Multi-tasking

Communication

Formazione

High school diploma or GED

Strumenti

CRM software

Descrizione del lavoro

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.
• Ability to multi-task in a fast-paced environment.
• In-depth knowledge of products/services offered by the bank (all lines of business).

The Following Would Be a Plus

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

First Merchants Offers The Following

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

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."