Contact Center Associate

Contact Center Associate

The purpose is to be primary contact for Metropolitan Commercial Bank's clients. This position plays a critical role in delivering exceptional customer experience during every client interaction. Our goal is to simplify the customer experience and deliver outstanding service to every client, every time, ensuring high levels of customer satisfaction.

As a Contact Center Associate, you'll work in an exciting environment where you'll answer questions, solve problems and help our clients achieve financial wellness. Our Contact Center teams are well-trained and share their expertise in bank products and services with our clients. For that reason, the Contact Center has become a career launch pad for those who seek to expand their experience and influence within the bank.

Standard 4-day in-office requirement, 1 day remote (of your choosing and subject to manager's approval)

Essential Functions & Responsibilities

• Provide customer service and respond promptly and professionally to customer inquiries and concerns via phone, email, and chat channels for Retail and Business clients.
• Manage complaints while maintaining an elevated level of customer satisfaction.
• Adhere to company standards for call quality, company policies and procedures.
• Efficiently and accurately troubleshoot customer issues and identify solutions, escalate complex issues to supervisors when necessary.
• Assist Treasury Management clients with self-service guidance, navigation, transaction disputes, technical difficulties and other issue resolution.
• Assist in the development of user manuals and reference guides.
• Escalating complaints appropriately to Compliance department and other teams for review.
• Perform periodic operational activities. Assist on UAT and other testing efforts of systems and procedures.
• Create, manage and follow through appropriate escalations and case creations.
• Collaborate with different internal teams such as Operations and Branches to resolve client inquiries.
• Provide feedback and insights to management regarding common customer issues and potential process improvements.
• Work on additional tasks, assignments and internal projects as needed.

Qualifications & Skills

• At least 2 years' banking experience, particularly in direct-contact customer services.
• Treasury management products experience and knowledge.
• Prefer a bachelor's degree or equivalent work experience in the field of banking or finance.
• Working knowledge and understanding of federal/state laws regarding bank operations including NACHA and the FFIEC Guidance as it pertains to electronic banking.
• Ability to operate banking software and other general office equipment. Working knowledge of Microsoft Office products. Experience with file and data mapping, imports and exports.
• Strong organizational, verbal, and written communication skills with a customer-centric attitude.
• Able to work with minimal direction, demonstrate initiative-taking, problem-solving ability, deal with time pressures and changing priorities.
• Flexibility and patience to work in a fast-paced environment. Be a team player and maintain a positive outlook.
• Driven by a passion and curiosity to continuously learn how various technological systems, including AI, can enhance the work that you do.

Potential Salary: $70k – $75k annually

This salary range reflects base wages and does not include benefits, bonus, or incentive pay. Salary bands are purposefully wide ranging to encompass the different factors considered in determining where a candidate falls in the range, including but not limited to, seniority, performance, experience, education, and any other legitimate, non-discriminatory factor permitted by law. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed here.

Metropolitan Commercial Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

MCB maintains a drug free workplace.