Client Service Specialist

POSITION: 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 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 direct support to our Commercial and Small business clients regarding their inquiries related to bank products and digital solutions.
• Effectively manage inbound and outbound communications, actively listening to clients' needs and concerns to offer knowledgeable and tailored solutions. Demonstrate a proactive approach to problem-solving, ensuring swift and effective resolutions to client issues.
• Offer specialized support to clients regarding treasury management services, including business online banking, bill pay, ACH origination, positive pay, remote deposit capture, wire transfers, sweeps, lockbox, etc.
• Serve as an advocate for clients by collaborating with the Treasury Sales and Operations, and the Relationship Management teams to escalate complex issues and secure timely resolutions.
• Utilize customer relationship management (CRM) systems to meticulously track client interactions and manage requests from inception to resolution. Ensure that client's information is accurately maintained and updated throughout the service process.
• Maintain up-to-date service documentation, ensuring our document storage system is organized, accurate, and accessible at all times. This diligence supports efficient service delivery and compliance with bank standards.
• Establish and maintain effective working relationships with colleagues across departments, fostering a collaborative and cohesive team environment that enhances overall service delivery.
• 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.
• Perform additional duties as required.

Qualifications:

• Bachelor's Degree preferred.
• 2 years of experience in banking with a strong emphasis on client service, preferably with exposure to commercial banking or treasury management.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to clients. Strong listening skills to accurately understand and address client needs and concerns.
• Proficient in the use of banking software and customer relationship management (CRM) systems. Familiarity with treasury management services such as online banking, ACH, wire transfers, and other related products.
• Demonstrated ability to analyze problems, identify solutions, and implement effective resolutions in a timely manner.
• Strong interpersonal skills with a focus on building and maintaining positive relationships with clients and team members.
• Exceptional organizational skills, with the ability to manage multiple priorities and maintain a high level of accuracy and attention to detail.
• 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 major 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 with $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. In March 2023, Kroll Bond Rating Agency affirmed CSB's investment-grade rating, reinforcing the bank's position as a reliable business lender. To learn more about how CSB 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.

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