Senior Client Relationship Representative

First Merchants Corporation; Columbus (OH); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Base Pay PLUS Bonuses

Medical, Dental and Vision Insurance

401k

Paid Time Off

Paid Holidays

Tuition Reimbursement

Job summary

First Merchants Corporation is seeking a Senior Customer Relationship Representative in Columbus, OH. You will deliver high‑quality customer service, handle transactions, open accounts, and process loan applications while identifying products to meet clients’ financial needs.

You will meet individual and team sales goals and contribute to service metrics, working in a fast‑paced banking center environment with opportunities to mentor colleagues and grow with the team.

Qualifications

• High school diploma or equivalent (GED).
• Minimum 1 year banking, sales, or related experience.
• Minimum 6 months of experience selling products or services.
• S.A.F.E Act registration at time of employment (NMLS).
• Ability to obtain Notary Public designation.
• Ability to multi‑task in a fast paced environment.
• Knowledge of bank products/services.

Responsibilities

• Deliver exceptional client experience by managing complex service and relationship needs in a banking center.
• Conduct in‑depth conversations to understand clients’ financial situations and recommend integrated solutions.
• Escalate and resolve advanced client inquiries and service issues.
• Strengthen client relationships to build loyalty and advocacy.
• Maintain accurate client records for effective relationship building.
• Perform complex monetary and non‑monetary transactions with accuracy and controls.
• Open new consumer and business accounts and process loan applications.
• Drive onboarding to enroll clients in digital banking services.
• Document activity in CRM and refer clients to partners as appropriate.
• Mentor junior staff and support onboarding.

Education

High school diploma or equivalent (GED)

Tools

CRM systems

Job description

Job Summary

First Merchants is seeking a Senior Customer Relationship Representative to join our team! This position is responsible for delivering a high quality and meaningful customer service experience by accurately completing bank transactions, opening accounts, and processing loan applications, as well as identifying products and services to meet the current and future financial needs of bank clients. They are responsible for meeting or exceeding established individual and team sales goals, as well as ensuring service metrics achieve the strategic and tactical goals of the organization.

Responsibilities

• Customer Experience and Relationship Management
  • Deliver a consistently exceptional client experience by managing complex service and relationship needs in a fast‑paced, relationship‑focused banking center environment.
  • Serve as a trusted advisor by conducting in‑depth conversations to understand clients’ financial situations and recommend integrated solutions across multiple product lines.
  • Act as a point of escalation for advanced client inquiries and service issues, ensuring timely, accurate resolution and appropriate follow‑through.
  • Proactively 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.
  • Complete operational responsibilities including balancing cash, teller systems (TCR), vault, ATM, and branch transactions as needed.
  • Process and review higher‑risk or more complex client requests in accordance with policy, including stop payments, exceptions, and account maintenance activities.
  • Support overall banking center operational integrity by identifying trends, exceptions, or risks and escalating as appropriate.
  • Ensure daily security procedures and operational standards are followed consistently.
• Sales and Business Development Leadership
  • Lead by example in achieving individual sales goals while actively supporting banking center scorecard performance.
  • Conduct advanced guided conversations to identify opportunities to deepen client relationships through deposits, lending, digital tools, and referrals.
  • Open new consumer and business accounts and process loan applications with a high degree of accuracy and knowledge.
  • Drive effective onboarding by ensuring clients are enrolled in appropriate digital banking services and completing required follow‑up activities.
  • Actively engage 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.
  • Support associate problem resolution and procedural inquiries, reinforcing consistent service and sales standards.
  • Senior Client Relationship Representatives will serve as Banking Center Mentors and support onboarding and development of new hires.
• 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.

Qualifications

• High school diploma or equivalent (GED).
• A minimum of one (1) year of banking, sales, or related experience and a minimum of six (6) 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).

Preferred Qualifications

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

Benefits

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