Contact Center Associate

Summary

Join Metropolitan Commercial Bank as a primary contact for clients, providing excellent customer service to ensure customer satisfaction.

Requirements

• At least 2 years banking experience, particularly in direct-contact customer services, bank cash management (ACH, wires, CAA, lockbox, Positive Pay, etc.) and related products/procedures experience and knowledge
• Prefer 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
• Able to work with minimal direction, demonstrate proactive problem-solving ability, deal with time pressures and changing priorities
• Strong organizational, verbal, and written communication skills
• Perform quality work within determined timeframes
• Interact professionally with other employees, customers, vendors and shareholders
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees, departments, divisions, etc
• Work on ad-hoc tasks, assignments and projects as needed

Responsibilities

• Act as contact for Metropolitan Commercial Bank clients. Provide excellent Customer service, with the team as one of the primary contacts for all clients
• Logging pertinent information into the history of the call on software
• Perform maintenance to support Treasury Management and Retail Online Banking systems, help clients in resetting passwords
• Help Treasury Management clients in self-service issues, template creation, wire confirmations
• Provide online customers/ branches with intermediary bank information for wires
• Provide Remote Deposit Capture ongoing support to clients
• Aide in the development of user manuals and installation instruction reference guides for all electronic banking services supported by Operations
• Accept initial client notification of debit card disputes
• Review Signature system for anomalies
• Accept and process travel notices for MCB Debit cards
• Support GPG prepaid card calls- escalating complaints to Compliance department for review
• Backup the Zelle Monthly reconciliations
• Pick up quick ITRACK tickets for online banking password resets, increases to ACH, Wire and RDC limits
• Review Deposit Source Capture transactions on a rotating basis with the rest of the Operations Department
• Help E-banking and Wire/ACH team in completing RDC/ACH risk assessments