Client Experience & Growth Specialist

Metropolitan Commercial Bank; New York (NY); On-site; USD 60,000 - 75,000; Full time

Job summary

Metropolitan Commercial Bank in New York City is seeking a Client Service Specialist to deliver high-quality, personalized service to retail banking clients and support day-to-day branch operations. The role emphasizes relationship building, onboarding, and collaboration with Relationship Managers to deepen client relationships.

You will manage account maintenance, assist with digital banking support, and ensure compliance with bank policies and regulatory requirements while helping clients

Qualifications

• College degree or relevant experience.
• 5+ years of proven customer service experience in a banking environment.
• Solid understanding of deposit operations and teller policies and procedures.
• Strong ability to understand risk.
• Ability to serve as a liaison between clients and the bank.
• Ability to understand client financial needs and explain relevant bank products and services.
• Experience assisting clients with opening and managing accounts and resolving account issues.
• Ability to document client interactions and maintain accurate records.
• Knowledge of bank policies, financial trends, and regulatory requirements.
• Strong collaboration and customer service skills.
• Flexibility to work branch hours.
• Driven by a passion and curiosity to continuously learn how technological systems, including AI, can enhance the work performed.

Responsibilities

• Provide service support to client requests proactively and in response to their banking needs.
• Understand client needs and refer appropriate products and services.
• Follow up on client requests to support timely and satisfactory resolution.
• Assist with client onboarding and account maintenance.
• Resolve client inquiries and concerns, including statement reconciliation, card re-PINs, card lockouts, balance inquiries, error corrections, and other service issues.
• Assist managers or Relationship Managers with operational duties, including external business meetings at client offices.
• Complete other related tasks and projects as directed by management.
• Assist clients with online and mobile banking enrollment and navigation.
• Educate clients on digital banking capabilities and self‑service options.
• Follow bank policies, procedures, internal controls, and applicable laws and regulations.
• Complete required customer identification, account documentation, and due diligence procedures.
• Identify and elevate potentially suspicious, fraudulent, or unusual activity in accordance with bank procedures.
• Protect confidential client and bank information.
• Complete required training and remain current on regulatory and compliance requirements.

Skills

Customer service

Banking experience

Deposit operations

Risk awareness

Client liaison

Product knowledge

Account onboarding

Record keeping

Regulatory knowledge

Team collaboration

AI awareness

Education

College degree or relevant experience

Job description

Metropolitan Commercial Bank in New York City is seeking a Client Service Specialist to deliver high-quality, personalized service to retail banking clients and support day-to-day branch operations. The role emphasizes relationship building, onboarding, and collaboration with Relationship Managers to deepen client relationships.

You will manage account maintenance, assist with digital banking support, and ensure compliance with bank policies and regulatory requirements while helping clients