Small Business Client Support Specialist

Position Overview

First Merchants Bank is seeking a Small Business Client Support Specialist to join our team. This role serves as a specialist partner to the Small Business Banking team, driving successful processing of commercial loan requests, actively supporting portfolio management, and delivering high‑impact customer service with precision and urgency. The specialist mitigates operational and reputational risk through strict compliance with procedures and regulatory standards, proactively identifies portfolio needs, and contributes to team efficiency and client satisfaction.

• 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.
  • Coordinate with SBDO’s, documentation teams, and third‑party providers to confirm collateral and loan request details.
  • Collaborate with stakeholders, including the Commercial Fulfillment Group, to prepare and finalize documentation without delays.
  • Complete due diligence for various entity structures and collateral types, preparing the deal for closing by verifying all closing conditions.
  • Manage disbursement of loan proceeds and fee collection with accuracy and regulatory consistency.
  • Prepare loan transactions for boarding post‑closing, updating system entries to match executed terms.
  • Handle processing of withdrawn or declined deals promptly and efficiently, following specific procedures for resolution and documentation retention.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 and regulations.
  • Resolve customer inquiries within the scope of authority, collaborating with internal partners for timely resolution.
  • Process transaction requests such as loan advances, payments, and wire transfers accurately and promptly.
  • Collaborate with cross‑functional teams to address customer needs and proactively resolve challenges, ensuring transactions are processed according to established procedures.
• Transaction Support & Account Servicing responsibilities for executing and overseeing a range of non‑monetary tasks.
  • Research and handle complex transaction activities and account maintenance, including transaction reversals, payoff calculations, corrections, auto transfer or ACH loan payment, address changes, invoices, online banking, waivers, refunds, amortization schedules, and client letters.
• Act as a proactive partner to the Small Business Banking team by supporting portfolio management activities.
  • 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 collaboration.
  • Process collateral documentation accurately to safeguard the bank’s collateral position and support regulatory compliance.
  • Facilitate routine check‑ins with Small Business Banking partners to stay aligned on client activity.
  • Utilize reporting tools to monitor key activities and communicate progress to partners and upper management.
  • Request or prepare payoff statements as needed, process payoff transactions, and complete collateral release processes.
• Uphold all regulatory and compliance standards by consistently validating that all activities meet required standards.
  • Monitor and respond to 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 maintain full compliance.
• Participate in special projects as assigned by Management.
• Mitigate fraud risk through prompt response, proactive prevention, and coordination with clients, internal fraud team, and relationship manager.
• Identify opportunities to improve banking and internal operational processes.

• High school diploma or equivalent (GED).
• Minimum of three (3) years of…