Lead Commercial Client Support Specialist

First Merchants Bank; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Base Pay PLUS Bonuses

Medical, Dental and Vision Insurance

401k

Vacation/Sick Time

Tuition Reimbursement

Paid Parental Leave

Job summary

First Merchants Bank is seeking a Lead Commercial Client Support Specialist in Indianapolis, Indiana. This position plays a pivotal role in managing a team of specialists while ensuring exceptional customer service and compliance with banking regulations. Responsibilities include supporting portfolio management, monitoring loan processes, mentoring team members, and enhancing operational efficiency.

The ideal candidate has at least three years of experience in commercial support, strong leadership skills, and adept knowledge of commercial loan structures. The role offers competitive pay and comprehensive benefits, including bonuses and health insurance.

Qualifications

• Minimum of three years in a Commercial Client Support role or related experience.
• Notary Public Designation required.

Responsibilities

• Lead and mentor Commercial Client Support Specialists.
• Develop solutions to increase efficiency in commercial banking processes.
• Monitor loan maturity dates and coordinate renewals.
• Provide customer service support for loan requests and inquiries.

Skills

Banking regulations compliance

Commercial lending processes

Analytical skills

Organizational skills

Communication skills

Microsoft Office proficiency

Education

High school diploma or equivalent (GED)

Tools

Horizon core banking

FIS applications

Job description

Job Description

First Merchants Bank is seeking a Lead Commercial Client Support Specialist to join our team! This position serves a critical role as a leader for a team of specialist partners on the Commercial Banking team by driving the successful processing of commercial loan requests and actively supporting portfolio management. Deliver high-impact customer service by efficiently resolving client needs with precision and urgency, ensuring a seamless banking experience. Mitigate operational and reputational risk through strict compliance with established procedures and regulatory standards. Proactively identify and address portfolio needs, contributing to team efficiency and client satisfaction. Actively participate in the initial training, ongoing training and mentorship of Commercial Support Specialists. To thrive in this role, one must demonstrate adaptability in a dynamic workflow, excel at learning quickly in a fast-paced environment, manage multiple priorities with confidence and consistency, and possess strong leadership skills.

Essential Duties and Responsibilities

• Lead Commercial Client Support Specialist will perform duties of Commercial Client Support Specialist and Senior Commercial Client Support Specialist in addition to the following:
  • Back up the Manager, Commercial Client Support with reporting, facilitating and participating in meetings and touchbases, and problem resolution.
  • Train and mentor Commercial Client Support Specialists and Senior Commercial Client Support Specialists.
  • Participate in or lead special projects as assigned by Manager, Commercial Client Support.
  • Coordinate, monitor, and manage duties for assigned region.
  • Monitor portfolio information to minimize delinquencies, exceptions, and customer impact issues.
  • Meet with Relationship Managers and contact clients to assist with collection of items needed and problem resolution.
  • Support commercial sales team to ensure current credit and financial information is obtained as needed and collateral is adequate (loan portfolio exceptions, insurance, and exception tracking).
  • Monitor loan maturity dates within the portfolio and discuss renewal strategy with individual RM; work with CA to initiate renewal process (upcoming maturities).
  • Track past due loans and work with RM to rectify loan delinquencies (delinquent loans).
  • Oversee timely completion of annual review and loan covenant/trigger testing (annual reviews, borrowing base and covenant test monitoring).
• Provide support to assigned region for general customer service and loan requests/payments/inquiries.
• Review procedures periodically to ensure accurate documentation of processes.
• Ensure bank reporting tools are utilized for reporting progress of the region.
• Serve as lead to proactively identify processes to increase efficiency and scalability of the line of business.

Qualifications

• High school diploma or equivalent (GED).
• Minimum of three (3) years in a Commercial Client Support role or three (3) years related experience in commercial loan processing, operations, or portfolio support.
• Notary Public Designation.

Desired Skills

• In-depth understanding of banking regulations and compliance-related areas such as KYC, OFAC, and CIP.
• Experience with banking terminology, commercial lending processes, loan funding.
• Strong analytical and organizational skills, attention to detail, and time management.
• Excellent verbal and written communication skills.
• Proven ability to work independently and multi-task while maintaining collaborative relationships with internal departments.
• Working knowledge of commercial loan structures and related due diligence.
• Proven ability to successfully support complex commercial loans and commercial relationships.
• Working knowledge of Horizon core banking and other FIS applications.
• Superior knowledge of Microsoft Office (Word, Excel, Outlook, Teams).
• Experience leading, mentoring, or training a team of professionals.

Benefits

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

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

To enhance the financial wellness of the diverse communities we serve.

Our Mission

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.

Apply today to begin your career with us!

Equal Opportunity Employer

All applicants are considered protected veterans, individuals with disabilities and are protected by equal opportunity employment laws. All applicants have the right to be notified of their rights pursuant to federal employment laws. For further information, review the Know Your Rights notice from the Department of Labor.