Operations Director Contact Center Jobs (NOW HIRING)

Come Work With Us:

Metropolitan Commercial Bank ("MCB" or the "Bank") is a New York City-based, full-service commercial bank providing tailored banking solutions to businesses, institutions, and individuals. Founded in 1999, MCB operates banking centers in Manhattan and Boro Park, Brooklyn, within New York City, as well as in Great Neck on Long Island, New York, and Lakewood, New Jersey. The Bank recently expanded to Miami, Florida with their newest Brickell banking center.

Metropolitan Commercial Bank offers a comprehensive suite of commercial, business, and personal banking products and services to small businesses, middle-market and corporate enterprises, private and public institutions, municipalities, and local government entities.

The Bank has earned national recognition for its financial performance, innovation, and strategic growth. The Bank was named one of Newsweek's Best Regional Banks in 2024 and 2025. Additionally, MCB recently received Editor's Choice recognition at the Banking Tech Awards USA for Digital Onboarding & Omnichannel Banking and in 2026, the Bank earned Great Place To Work certification and received the Web Award Standard of Excellence for MCBankNY.com.

We are a client-focused organization that values technological innovation and excellence. A strong technical mindset, AI fluency, and adaptive skills are essential for our employees to effectively contribute to our mission and drive our success. We foster human-AI teaming and strong governance to ensure technology is used responsibly and in alignment with Bank policies and procedures. For more information about the Bank, please visit the Bank's website at MCBankNY.com.

Position Summary:

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:

The ideal candidate will possess the following credentials:

•  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.