By Stacey A. Shannon—
MUNCIE, IN—As the world becomes more and more digitally focused, First Merchants Bank is keeping up with digital product offerings but not neglecting the most important aspect of banking: customers.
While the bank has 116 locations throughout four states in the Midwest, its headquarters remains in Muncie.
Attentive banking
“We often use the word attentive,” said Jeff Parsons, Market President. “In the environment where everything is digital now, that can easily mean impersonal. However, we believe attentive banking is what separates us and is what people want.”
Attentive banking means First Merchants employees go beyond a transactional ask and walk alongside their customer, delivering financial wellness all along the financial journey.
“Having an attentive banker means you’re in partnership to improve your financial picture. You are more than the amount in your account,” said Stephanie Clark, Banking Center Manager at East Jackson in Muncie. “We see you. All of you. And we’re here to help you get to where you’re going.”
For example, a grandmother was recently trying to buy a home to accommodate her and the grandchildren she was raising. She struggled to make that happen, so an employee at First Merchants Bank stepped in. He walked her through the steps and helped her apply for and receive several grants for new homeowners. She ended up with the necessary resources to buy a home for her family.
“It’s deeper than just a personalized touch,” said Parsons. “Sometimes it’s making magic happen.”
Another employee, Caroline Prettyman, noticed an elderly customer who had fallen victim to scammers and was carrying a large amount of credit card debt. Prettyman worked with the customer to get a home equity loan and consolidate her debt.
But her attentiveness didn’t stop there. Prettyman continues to work with the customer, who often brings in her laptop, and goes over her statements and budgeting.
“It’s one way we’re keeping track of her payments and debt, so we can ensure she’s on the right path to get out of debt and move forward confidently,” Prettyman said.
Award-winning banking
First Merchants Bank prides itself on having a local banker available for major – and minor – financial decisions. Not only are their customers benefiting and taking notice, so are a variety of national organizations.
This year, First Merchants Bank ranked number 48 of the top 50 Public Banks in the country by S&P Global Market Intelligence. Forbes ranked it number 31 for the World’s Best Banks in 2024 and the bank recently received the Time Magazine’s America’s Best Companies.
Regionally First Merchants Bank has been recognized as well. It was named one of Indiana’s Best Places to Work by the Indiana Chamber.
“While we appreciate awards, we are most proud of how these honors speak to how we enhance the financial wellness of the diverse communities we serve,” said Parsons. “They prove that we’re reliable in delivering the kind of service our customers desire.”
Community-minded banking
Along with being attentive to their customers, First Merchants Bank employees are attentive to the communities in which they live. Last year, 521 employees served 13,580 volunteer hours at 645 different organizations. As a whole, employees donated more than $2 million in charitable giving.
“It’s not about the breadth of the offerings or the tech, it’s about the depth of the relationships,” said Parsons. “The efforts we’re making to make banking accessible to all – those are the kinds of things we’re most proud of.”
First Merchants Bank is an Equal Housing Lender, Member FDIC.
