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 – ultimately supporting the growth and success of the Commercial support team and the bank’s ability to grow market share.
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 the efficiency and scalability of the line of business.
To be successful in this position, we require the following:
- 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
The following would be a plus:
- 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
First Merchants offers the following:
- 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
A little 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 is:
To enhance the financial wellness of the diverse communities we serve.
Our Mission is:
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/Protected Veterans/Individuals with DisabilitiesThis 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.
Skills Required
- High school diploma or equivalent (GED).
- Minimum of three (3) years in a Commercial Client Support role or related experience in commercial loan processing, operations, or portfolio support.
- Notary Public Designation.
- In-depth understanding of KYC, OFAC, and CIP (compliance-related areas).
- Experience with banking terminology, commercial lending processes, and loan funding.
- Working knowledge of Horizon core banking and other FIS applications.
- Superior knowledge of Microsoft Office (Word, Excel, Outlook, Teams).
- Working knowledge of commercial loan structures, due diligence, and covenant/trigger testing.
- Experience leading, mentoring, or training a team of professionals.
- Strong analytical, organizational, verbal and written communication skills.
First Merchants Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First Merchants Corporation and has not been reviewed or approved by First Merchants Corporation.
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Retirement Support — Retirement programs include a 401(k) with employer match and an employee stock purchase plan that are presented as meaningful components of total rewards. These elements are highlighted as strengths relative to other benefit components.
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Leave & Time Off Breadth — Time-off provisions include PTO, bank holidays, bereavement, paid parental leave, and paid volunteer time. These elements can help offset concerns about base pay in some roles.
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Parental & Family Support — Paid parental leave is explicitly offered and positioned alongside PTO and holidays to support family needs. This support contributes to a more balanced work–life setup.
First Merchants Corporation Insights
What We Do
First Merchants Corporation is the largest financial services holding company in Central Indiana, headquartered in Muncie, Indiana. The Corporation has one full-service bank charter, First Merchants Bank. The Bank also operates as First Merchants Private Wealth Advisors (as a division of First Merchants Bank). First Merchants Corporation’s common stock is traded on the NASDAQ Global Select Market System under the symbol FRME. First Merchants offers customers broad financial services throughout locations in Indiana, Ohio, Illinois and Michigan providing: • Commercial Banking (business) – checking, treasury management, card services, financing, loans, electronic banking, online and mobile banking. • Personal Banking (consumer) – checking, savings, CDs, mortgages, loans, IRAs, HSAs, online and mobile banking. • Private Wealth Advisors - trusts, investments, 401(k) plans, 403(b) plans, profit sharing plans, pension plans, cross-tested plans, cash balance plans, Flexible Spending Accounts, IRAs, SEP IRAs, and succession planning. First Merchants is committed to customers by: • Developing strong relationships. o As financial advisors – our professionals listen and provide solutions o The tenure of our professionals averages eight years, meaning you will enjoy continuity of service o We hire local professionals from the communities we serve • Customers benefit from local decision making. o Decisions are made faster o The process is streamlined, with each customer having a single point of contact. o Our financial professionals are empowered to develop tailored solutions. • The local communities we serve benefit from First Merchants’ involvement and support.
