Senior Client Relationship Representative

Position Goals:

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. 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.

Essential Duties and Responsibilities:

1. Deliver high quality customer service on a wide variety of general banking matters within the banking center, including processing transactions, opening accounts, and processing loan applications.
2. Assist with opening and closing of the banking center, conducting audits, and banking center balancing to ensure efficiency.
3. Be highly responsive to client requests of everyday monetary and non-monetary transactions.
4. Assess client's financial position to identify additional relationship opportunities while utilizing the Gold Standard for Service expectations. This includes acquiring and using in-depth knowledge of products/services of all lines of business at First Merchants.
5. Resolve client inquiries, problems, and complaints with scope of authority while proactively using service to sales techniques to provide solutions to clients for current financial needs.
6. Use feedback from Customer Service surveys to build client loyalty and create client advocates.
7. Meet or exceed established individual and team sales goals to help the Banking Center achieve scorecard goals.
8. Effectively use the CRM (Client relationship management tool) and guided conversation to assess the client's current and future financial situation to identify and recommend additional products to deepen client relationship.
9. Fully engage in the sales process including, but not limited to daily huddles, weekly sales meetings, and call events.
10. High performing Senior Client Relationship Representatives may serve as banking center mentors.
11. Utilize digital tools to provide education and help clients enroll in electronic banking products and services during account opening.
12. Support the whole bank partnership identified during needs-based conversations including merchant services, treasury management, mortgages, and investments.
13. Assist in banking center operations and ensure policies and procedures are followed.
14. Assist with problem resolutions and procedural inquires.
15. Adhere to and participate in completing the branch daily security checklist.
16. Monitor and resolve deposit and loan exceptions in a timely fashion.
17. Comply with information security and client and business verification policies and procedures.
18. Attend and/or complete applicable and required training sessions.
19. Understand and ensure compliance for regulations and reporting, including but not limited to: Bank Secrecy Act (BSA), OFAC, CIP, EDD, etc.

Position Requirements:

Education - High school diploma or equivalent (GED).

Experience - Over one (1) year of banking, sales, or related experience. At least six months of experience selling products or services.

License - 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.

Other - Obtain Notary Public designation within six (6) months of employment.

Ability to multi-task in a fast paced environment.

In-depth knowledge of products/services offered by the bank (all lines of business).

Physical Requirements:

Ability to stand for long periods of time and move freely about the office. Ability to lift files, open file cabinets, bending, and stooping.

Ability to ambulate fingers to utilize office equipment such as a computer, phone, printer, etc.

Preferred Requirements:

Prior banking experience.

Ability to sell and cross-sell bank products and services.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)