Customer Success Officer

Come work with us:

Metropolitan Commercial Bank (the “Bank”) is a full-service commercial bank based in New York City. The Bank provides a broad range of business, commercial, and personal banking products and services to individuals, small businesses, private and public middle-market and corporate enterprises and institutions, municipalities, and local government entities.

Metropolitan Commercial Bank was named one of Newsweek’s Best Regional Banks and Credit Unions 2024. The Bank was ranked by Independent Community Bankers of America among the top ten successful loan producers for 2023 by loan category and asset size for commercial banks with more than $1 billion in assets. Kroll affirmed a BBB+ (investment grade) deposit rating on January 25, 2024. For the fourth time, MCB has earned a place in the Piper Sandler Bank Sm-All Stars Class of 2024.

Metropolitan Commercial Bank operates banking centers and private client offices in Manhattan, Boro Park, Brooklyn and Great Neck on Long Island in New York State.

The Bank is a New York State chartered commercial bank, a member of the Federal Reserve System and the Federal Deposit Insurance Corporation, and an equal housing lender. The parent company of Metropolitan Commercial Bank is Metropolitan Bank Holding Corp. (NYSE: MCB).

Position Summary:

The Customer Success Officer role involves providing highly personalized and dedicated financial services to affluent and premier clients of the bank.  The Officer must build strong relationships, proactively address client needs and ensure a premium customer experience through proactive communication and cross-selling premium banking products.

We have a flexible work schedule where employees can work from home one day a week.

Essential duties and responsibilities:

• Relationship Building: actively cultivate and maintain strong relationships with an assigned portfolio of high-profile clients through regular communication and personalized outreach. You will serve as the primary point of contact for these clients for their service needs.
• Product and Services Consulting: Act as a trusted advisor to clients, understanding industry nuances, the client’s operating model and objectives, providing strategic insights and recommendations and offer guidance on banking products and services to help clients make informed decisions.
• Executive Presence: Prepare and deliver periodic business reviews and analysis on strategic client relationships. Monitor and maintain client health indicators.
• Personalized Service: Proactively anticipate client needs, facilitate requests and ensure concerns are resolved promptly. Ensure timely follow-up with clients and use your communication and relationship management skills to ensure an exceptional level of client satisfaction.
• Account Management: Onboard new accounts, handle product service requests, monitor accounts, and swiftly resolve any maintenance issues, including daily overdrafts. Accountable for researching and resolving customer inquiries, reviewing account documentation, and managing internal project initiatives.
• Training: Provide training to customers on products and services, including digital banking. Be a champion in learning new tools, platforms, and systems the bank employs to better client experience.
• Cross-Selling: Identify opportunities to cross-sell additional banking products and services that align with the clients’ financial objectives. Over time, you will be expected to identify products and services that may benefit clients and improve overall relationship profitability.
• Complaint Resolution: Efficiently resolve any client issues or complaints with a focus on maintaining positive relationships. Work independently and act as an escalation point for any issues to structure and resolve customer requests.
• Compliance Adherence: ensure all transactions and activities comply with relevant regulations and internal Bank policies and procedures.
• Collaboration: Work closely with internal teams to provide seamless and exceptional service to clients including optimization of internal processes. Serve as a liaison between the Relationship and Sales team, Operations, Treasury Management, Product Management, and IT to provide the best service to the client, your department, and the firm.
• Travel: Position involves possible domestic travel, up to 30%

Required knowledge, skills and experience:

• Prior experience in a high-net-worth client service role within banking is preferred.
• A minimum of 5+ years of relevant experience.
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