Small Business Client Support Specialist

Small Business Client Support Specialist

Job Category: Administrative

Requisition Number: SMALL
012567

• Posted:
  July 1, 2026
• Full-Time

Indianapolis HQ
8711 River Crossing Boulevard
Indianapolis, IN 46240, USA

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.

As part of this role you will:

• 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  • Handle the processing of withdrawn or declined deals promptly and efficiently, adhering to specific procedures to ensure timely resolution and accurate documentation retention.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, 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…