Digital transformation in banking: key lessons from Metropolitan Commercial Bank’s success story

Breaking away from tradition

Founded in 1999 and still led by one of its original founders, Metropolitan Commercial Bank (MCB) has long been a trusted name in New York’s commercial banking landscape. With a strong focus on commercial lending and select high-risk deposit verticals, the bank has built a reputation for entrepreneurial agility.

But by early 2023, it became clear that its legacy technology stack was no longer aligned with the needs of its sophisticated and evolving client base.

Recognizing the operational inefficiencies and fragmented customer experience caused by outdated systems, MCB launched a bold, API-first digital transformation initiative. The goal was to build a scalable, modern infrastructure that could support both current demands and future growth.

Unlike many U.S. community banks that rely on legacy providers like Fiserv, FIS, or Jack Henry, MCB deliberately chose a different path. They pursued a best-of-breed approach, conducting a global search for innovative fintech partners that could deliver flexibility, speed, and long-term value.

Their openness to emerging technologies was also influenced by their experience serving fintech clients, giving them a unique appreciation for the power of innovation.

Now, two and a half years into this journey, MCB’s efforts have not only reshaped its internal operations and customer experience, they’ve also earned industry-wide recognition.

In 2025, the bank was honored with the Editor’s Choice and PayTech Awards USA for its innovative omnichannel onboarding solution, a testament to the impact of its transformation and its collaboration with ebankIT.

The human side of digital transformation

While technology is the engine of digital transformation, people are the fuel that keeps it moving. At Metropolitan Commercial Bank, leadership recognized early on that legacy mindsets could be just as limiting as legacy systems.

To ensure the success of their modernization efforts, they placed a strong emphasis on cultural alignment and employee engagement.

Rather than framing the transformation as a threat to jobs, MCB positioned it as an opportunity to empower employees and enhance their roles. Staff were encouraged to think creatively, identify inefficiencies, and contribute ideas for reimagining workflows, ensuring that new systems weren’t just digital replicas of outdated processes.

To support this shift, the bank implemented a robust internal communication strategy. This included launching a dedicated intranet for real-time updates, hosting regular team meetings, and equipping account officers with personalized messaging tools to keep clients informed.

Employees weren’t just kept in the loop, they were invited to shape the journey.

Frontline staff, in particular, played a critical role by sharing insights from customer interactions, helping the bank pinpoint pain points and design more intuitive, responsive solutions.

This inclusive, transparent approach fostered a sense of ownership and enthusiasm across the organization, turning employees into active champions of change.

The role of ebankIT in the transformation

The ebankIT platform played a pivotal role in helping the bank reimagine its digital infrastructure and deliver a seamless experience across channels.

One of the most significant outcomes of this collaboration was the enhancement of digital accessibility. The platform enabled MCB to offer a consistent, omnichannel experience across web and mobile, allowing clients to interact with the bank anytime, anywhere.

This was especially important for meeting the expectations of MCB’s middle-market and affluent clientele, who demand convenience and flexibility.

The transformation also streamlined customer onboarding. With ebankIT’s support, MCB was able to simplify and accelerate the account opening process, reducing friction while maintaining compliance and security.

This improvement was a key factor in the bank being recognized with the 2025 Editor’s Choice and PayTech Awards USA for its omnichannel onboarding solution.

Additionally, the platform’s architecture allowed for the integration of advanced security features and third-party fintech tools. This flexibility supported MCB’s best-of-breed strategy, enabling the bank to build a tailored ecosystem that could evolve with client needs and market trends.

The result was not only a more secure and efficient system but also one that could adapt quickly to future innovations.

Ultimately, the implementation of ebankIT’s platform delivered measurable business impact. From faster onboarding and improved transaction capabilities to a significantly enhanced user experience, the transformation strengthened both operational efficiency and customer satisfaction.

It stands as a clear example of how the right technology partner can accelerate meaningful change in the financial services industry.

Lessons from Metropolitan Commercial Bank’s digital transformation

1. Strong governance framework

Dixiana Berrios, VP and Chief Operating Officer at Metropolitan Commercial Bank, shared that one of the most significant lessons was the importance of establishing a strong governance framework from the outset.

Initially, the team underestimated the depth of governance needed, but quickly realized that maintaining momentum and transparency required rigorous oversight.

They implemented a structured model involving executive meetings, team meetings, weekly risk-action (RAID) sessions, and consistent updates to the board.

This helped ensure alignment, accountability, and visibility across all levels of the organization.

2. Continuous innovation

MCB does not see modernization as a one-time effort but as an ongoing evolution, with future iterations and enhancements expected as technology and customer expectations evolve.

This mindset of perpetual improvement has been embedded into the culture of the organization, even while the current project is still underway.

Dixiana was invited to take the stage at the ebankIT Summit 2025 and offered advice to other financial institutions considering similar journeys. She encouraged openness to non-traditional providers and fintechs, rather than relying solely on legacy vendors.

Don't be afraid to look at the unknown providers. [...] There was a drive a long time ago to stay with that one provider and have all your eggs in one basket. But the way the clientele today interacts with the banking industry, I don't think that's a feasible idea anymore.

- Dixiana Berrios, VP and Chief Operating Officer at Metropolitan Commercial Bank

3. Customer-centric design

She also mentioned the importance of aligning technology decisions with the bank’s strategic vision and customer base, cautioning against overbuilding solutions that don’t fit the institution’s goals.

A final takeaway was the need to deeply understand and design around customer journeys, rather than simply accepting off-the-shelf solutions.

MCB’s success has come from knowing its market (middle-market and affluent clients) and tailoring its transformation to meet their specific needs.