Small Business Client Support Specialist

First Merchants Bank; Indianapolis (IN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Base Pay PLUS Bonuses

Medical, Dental and Vision Insurance

401k

Paid Parental Leave

Tuition Reimbursement

Job summary

First Merchants Bank is looking for a Small Business Client Support Specialist in Indianapolis, Indiana. This role is vital for supporting the Small Business Banking team by managing loan requests and ensuring customer satisfaction. The ideal candidate will demonstrate strong analytical skills, exceptional customer service abilities, and knowledge of banking regulations.

Successful candidates will be responsible for delivering high-quality service, maintaining compliance with regulatory standards, and managing multiple priorities in a dynamic environment. The bank offers a range of benefits including medical insurance, 401k plans, and tuition reimbursement.

Qualifications

• High school diploma or equivalent is required.
• Minimum of three years experience in administration, banking, or financial services.
• Strong analytical and organizational skills are essential.

Responsibilities

• Execute and support Business Banking Lending Requests.
• Deliver exceptional customer service to commercial clients.
• Perform transaction support for client account operations.
• Monitor portfolio management activities alongside the Small Business Banking team.
• Ensure compliance with regulatory and audit standards.

Skills

Customer service

Attention to detail

Analytical skills

Microsoft Office proficiency

Education

High school diploma or equivalent (GED)

3 years administration or financial services experience

Job description

First Merchants Bank is seeking a Small Business Client Support Specialist to join our team! This position will serve a critical role as a specialist partner to the Small Business Banking team by driving 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. To thrive in this role, one must demonstrate adaptability in a dynamic workflow, excel at learning quickly in a fast-paced environment, and manage multiple priorities with confidence and consistency—ultimately supporting the bank's ability to grow market share.

Responsibilities

• Execute and support Business Banking Lending Requests with Specialist Expertise
  • Ensure timely and compliant submission of credit requests by assembling complete and accurate loan files in accordance with policy and regulatory standards.
  • Work closely with SBDOs, documentation teams, and third-party providers to confirm collateral and loan request details for precise and timely documentation.
  • Collaborate with stakeholders including the Commercial Fulfillment Group to ensure documentation is quickly and accurately prepared and finalized without delays.
  • Complete due diligence based on various entity structures and collateral types and prepare the deal for closing by verifying that all conditions to close are fully satisfied.
  • Manage the disbursement of loan proceeds and fee collection with accuracy, ensuring all actions are consistent with the executed loan documents and regulatory standards.
  • Ensure the prompt and precise preparation of loan transactions for boarding post-closing, with all documentation reviewed and system entries updated to match the final executed terms.
  • Handle the processing of withdrawn or declined deals promptly and efficiently, adhering to specific procedures to ensure timely resolution and accurate documentation retention.
• Deliver exceptional customer service to commercial clients to ensure a positive client experience
  • Respond promptly and accurately to customer requests in strict adherence to bank policies, regulations and procedures, ensuring a high level of service and compliance with all relevant guidelines.
  • Resolve customer inquiries and issues efficiently within the scope of authority, proactively collaborating with internal partners to meet customer needs and ensure timely resolution.
  • Process customer transaction requests, such as loan advances, payments and wire transfers, accurately and promptly, while maintaining clear communication with customers to ensure satisfaction.
  • Work collaboratively with cross-functional teams to address customer needs and proactively resolve any challenges, ensuring all transactions, monetary and non-monetary, are processed according to established procedures and within service expectations.
  • Examples of monetary transactions that may need to be researched or performed on a client's behalf are loan advances, transfers, loan payments, refunds, issuance of Official Items, wire transfers, etc.
• Transaction Support & Account Servicing responsibilities for executing and overseeing a range of non-monetary tasks that support accurate and efficient client account operations
  • Transaction Reversals
  • Payoff Calculations
  • Corrections
  • Auto Transfer or ACH Loan Payment
  • Address Changes
  • Invoices
  • Online Banking
  • Waivers
  • Refunds
  • Amortization Schedules
  • Client Letters
• Act as a proactive partner to the Small Business Banking team by supporting portfolio management activities, identifying potential issues early, and taking action to mitigate risk and maintain portfolio stability
  • Work in partnership with the Small Business Banking team to monitor, research, and resolve exceptions related to financials, loans and collateral, ensuring timely resolution or thorough documentation of collection efforts and outstanding issues.
  • Ensure timely action on delinquent and maturing loans through proactive tracking and coordination with the Small Business Banking team to maintain a healthy and well managed portfolio.
  • Resolve insurance-related issues swiftly through regular monitoring and strategic collaboration, ensuring the bank avoids unnecessary risk or forced-placed insurance events.
  • Ensure all collateral documentation is processed accurately and efficiently so that liens can be perfected, safeguarding the bank's collateral position and support regulatory compliance.
  • Facilitate routine check-ins with Small Business Banking partners to stay aligned on client activity, ensure timely follow-up on action items, and drive continued operational efficiency.
  • Utilize reporting tools effectively to monitor key activities and communicate progress, ensuring partners and upper management have the information needed to drive decisions and maintain portfolio oversight.
  • Request or prepare payoff statements as needed, process payoff transactions, and complete the appropriate collateral release process.
• Uphold all regulatory and compliance standards by consistently validating that all activities meet required standards, supporting audit readiness and organizational integrity
  • Monitor and respond to all compliance dashboards, including Regulation B, ARMCP, HMDA, etc, with urgency and precision to ensure timely resolution of flagged items and alignment with regulatory expectations.
  • Thoroughly review and maintain loan files to ensure strict compliance with all applicable laws and regulations (e.g., Know Your Customer, OFAC, CIP, Beneficial Ownership, Flood, Regulation U, Regulation O, etc) protecting the bank from regulatory exposure and operational risk.
  • Continuously update and apply knowledge of internal policies and external regulations to ensure full compliance and promote accuracy, accountability, and regulatory alignment in daily operations.
• Participate in special projects as assigned by Management
• Mitigate fraud risk through prompt response, proactive prevention, and coordination between clients, internal fraud team and relationship manager
• Identify opportunities to improve banking and internal operational processes

Qualifications

• High school diploma or equivalent (GED).
• Minimum of three (3) years administration, banking or financial services experience, three (3) years education in a related field, or a combination thereof.
• Demonstrated experience with Microsoft Office (Word, Excel, Outlook, Teams).
• Ability to obtain Notary Public Designation within 6 months
• Prior experience supporting commercial lending, document preparation, or loan servicing is highly desirable.
• Familiarity with banking terminology.
• Basic understanding of banking regulations and compliance-related areas such as KYC, OFAC and CIP.
• Strong analytical and organizational skills, attention to detail, and time management.
• Effective verbal and written communication skills.
• Ability to work independently while maintaining collaborative relationships with internal departments.
• Ability to multi-task in an independent work environment.

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.