Senior Client Service Specialist

POSITION: Senior Client Service Specialist

Summary:

At Cambridge Savings Bank, our purpose is to
have a positive impact on our clients, employees, and community's financial
well-being. We are
committed to exceeding expectations, embracing a relationship centric mindset,
and having a strong commitment to diversity and inclusion. The Senior Client
Service Specialist is responsible for providing a high level of client
experience to the bank's small business and commercial client as a first point
of contact within with Customer Resource Center Team. Using innovative banking solutions and
the most welcoming and friendly service, you will focus on delivering an
outstanding, seamless client experience while collaborating with business
partners, and representing our brand promise of treating every client like they
are our only client.

Key Result Areas:

• Deliver an
  exceptional client experience by providing advanced support to our
  Commercial and Small business clients regarding their inquiries related to
  bank products and digital solutions. Provide technical support to
  commercial and small business customers as related to Treasury Management
  offerings such as Business Online Banking, Bill Pay, ACH Origination,
  Remote Deposit Capture, Wires, Positive Pay, Sweeps and Lockbox.
• Proactively
  manage inbound and outbound communications, listening attentively to
  clients' needs and concerns to offer tailored, knowledgeable solutions.
• Engage and
  collaborate with teams and stakeholders throughout the organization to
  foster relationships and solve problems; be empowered to initiate change
  and coach / mentor teammates to further drive superior service
  improvements and product offerings.
• Utilize customer
  relationship management (CRM) systems to meticulously track client
  interactions and manage requests from inception to resolution, and act as
  advocate for the client by consulting with operations, sales, and product
  teams to escalate and resolve complex issues. Ensure that client
  information and documentation is accurately maintained, fostering a
  culture of data integrity and accountability. This diligence supports
  efficient service delivery and compliance with bank standards.
• Cultivate and
  deepen existing client relationships while actively identifying and
  acquiring new clients that align with the bank's strategic growth
  objectives; ensuring integrity and that clients feel valued and supported.
• Investigate root
  causes of process inefficiencies and make proposals on opportunities for
  process improvement, and Assist with the developing and maintaining
  written procedures, guides, and training materials for the Client Service
  team.
• Provide
  mentoring and training to specialists, sharing your expertise in customer
  service, best practices and banking products. Encourage a collaborative
  team environment, promoting knowledge sharing and continuous improvement
  among team members.
• Perform other duties as required.

Qualifications:

• Bachelor's Degree preferred.
• 4 years commercial banking experience or 5 years banking or
  corporate treasury experience.
• Exceptional verbal and written communication skills, with the
  ability to articulate complex information clearly to clients and team
  members. Strong listening skills to accurately understand and address
  client needs.
• Advanced proficiency in banking software and customer relationship
  management (CRM) systems. In-depth knowledge of treasury management
  services and related banking products.
• Outstanding interpersonal skills with a proven track record of
  building and maintaining strong relationships with clients and colleagues.
  Ability to effectively navigate challenging conversations and foster trust
  and rapport.
• Excellent organizational skills, with the capacity to manage
  multiple priorities and projects simultaneously while maintaining a high
  level of accuracy and attention to detail. Ability to prioritize tasks
  effectively to meet deadlines.
• A strong dedication to delivering exceptional client service and a
  client-centric approach. Ability to embody the bank's values of integrity,
  diversity, and inclusion in all interactions.
• Embraces a flexible mindset with the ability to work effectively in
  a fast-paced, dynamic environment and adapt to changing priorities and
  work independently.

The above description covers the most significant responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.

Location:

Hybrid/Waltham, Massachusetts

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370.

Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

#LI-Hybrid