Small Business Client Support Specialist

First Merchants Brand; Indianapolis (IN); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

401(k)

Health Savings and Flexible Spending Accounts

Vacation/Sick Time

Paid Holidays

Tuition Reimbursement

Additional Benefits

Job summary

First Merchants Brand in Indianapolis, IN is seeking a Small Business Client Support Specialist. The role is critical in processing commercial loan requests and ensuring exceptional customer service.

The successful candidate will manage multiple priorities in a fast-paced environment, support compliance standards, and contribute to client satisfaction.

Benefits include medical, dental, vision insurance, 401(k), and tuition reimbursement.

Qualifications

• Minimum of three (3) years administration, banking or financial services experience.
• Ability to obtain Notary Public designation within 6 months.
• Demonstrated experience with Microsoft Office.

Responsibilities

• Ensure timely and compliant submission of credit requests.
• Deliver exceptional customer service to commercial clients.
• Support portfolio management activities and mitigate risk.
• Uphold all regulatory and compliance standards.

Skills

Microsoft Office

Analytical skills

Attention to detail

Communication skills

Education

High school diploma or equivalent (GED)

Job description

Small Business Client Support Specialist

Job Category: Administrative

Requisition Number: SMALL012567

• Posted : July 1, 2026
• Full‑Time

Location

Indianapolis HQ, Indianapolis, IN 46240, USA

Description

First Merchants Bank is seeking a Small Business Client Support Specialist to join our team! This position will serve a critical role, partnering with 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 SBDO’s, 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.
  • Resolve customer inquiries and issues efficiently within the scope of authority, proactively collaborating with internal partners.
  • Process customer transaction requests such as loan advances, payments and wire transfers accurately and promptly, while maintaining clear communication with customers.
  • Work collaboratively with cross‑functional teams to address customer needs and proactively resolve any challenges, ensuring all transactions are processed according to established procedures and within service expectations.
• 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
  • CorrectionsAuto 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.
  • Ensure timely action on delinquent and maturing loans through proactive tracking and coordination.
  • Resolve insurance‑related issues swiftly through regular monitoring and strategic collaboration.
  • Ensure all collateral documentation is processed accurately and efficiently so that liens can be perfected.
  • Facilitate routine check‑ins with Small Business Banking partners to stay aligned on client activity.
  • Utilize reporting tools effectively to monitor key activities and communicate progress.
  • 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.
  • Thoroughly review and maintain loan files to ensure strict compliance with all applicable laws and regulations.
  • Continuously update and apply knowledge of internal policies and external regulations to ensure full compliance.
• 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.

Preferred Qualifications

• Prior experience supporting commercial lending, document preparation, or loan servicing.
• 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

• Medical, Dental and Vision Insurance
• 401(k)
• Health Savings and Flexible Spending Accounts
• Vacation/Sick Time
• Paid Holidays
• Tuition Reimbursement
• Additional Benefits

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

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