Come work with us:

Metropolitan Commercial Bank, The Entrepreneurial Bank Since 1999, is headquartered in New York City and operates full-service banking centers in Manhattan; Boro Park, Brooklyn; and Great Neck, Long Island. Metropolitan Commercial Bank is a New York State chartered commercial bank, an FDIC member and an equal opportunity lender. The parent company of Metropolitan Commercial Bank, Metropolitan Bank Holding Corp., is a publicly traded company.

Did you know? Metropolitan Commercial Bank was named by Piper Sandler as one of the Bank & Thrift SMS-All Stars for the year 2022!

about the role:

The Complaints Program Manager position focuses on reviewing, tracking, investigating, and responding to customer expressions of dissatisfaction with Bank products or services. The individual will be responsible for resolving complex operational and compliance issues through effective communication with internal and external stakeholders to evaluate current processes, determine root cause and provide an appropriate response. This role will also require analyzing complaint cases and process metrics to capture and generate trend reports for the Bank and Third Parties clients.

Duties and responsibilities of the job include the following (but is not limited too):

• Analyzes complaint data, external laws, and regulations, as well as internal processes and systems. Aids the development and revision of policies, procedures, services, products, and systems that ensure regulatory compliance. Fosters understanding and proper implementation of necessary changes in impacted business areas. May assist special projects or related business initiatives.
• Tracks, investigates, and resolves issues related to consumer complaints. Recommends process and operational improvements that enhance efficiencies and reduce risk. May provide technical support to business programs, systems, or vendors throughout daily activities.
• Prepares reports for management on complaint activity, root cause analysis, or program updates. Conveys the necessary actions to fulfill regulatory requirements and communicates changes amongst work groups.
• Maintains a strong knowledge of current or changing laws, regulations, requirements, policies, and procedures that affect assigned area of the Bank. Serves as a resource to management and associates on compliance-related matters.

Preferred experience, education, and qualifications:

• 5+ years of experience in the following .
• Strong consumer focus and understanding of UDAP/UDAAP preferred.
• Strongly preferred experience with Alphabet Regulations (Regulations: CC, DD, E, P).
• Professional Certifications or equivalent direct work experience (Preferred): CRCM: Certified Regulatory Compliance Manager.
• Strong communication skills, both written, verbal, and the ability to succinctly identify and communicate key information to senior leadership.
• Ability to analyze large amounts of data and visually depict in clear, concise manner.

Potential Salary: $120,000 - $140,000 annually

This salary range only 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.

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.