Job Information
Cambridge Savings Bank Client Service Manager in Waltham, Massachusetts
POSITION: Client Service Manager
Summary:
At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, 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. As Client Service Manager, you will manage all areas of the Client Service experience. Using innovative banking solutions and the most welcoming and friendly service, you and your team will be front and center representing our brand promise of treating every customer like they are our only customer. You will be responsible for coaching and managing a team that is collaborative and understands the importance of working with internal business partners to provide a seamless customer experience. You will be responsible for digital adoption and ensuring team members embrace the use of technology to meet the ever-changing needs of our customers today and into the future.
Key Result Areas:
Motivate, develop and lead team to ensure high performance and delivery of excellent client experience across the Client Service team and Customer Service Center.
Monitor and ensure department quality standards are met for calls and written communications.
Utilize CRM systems to track client interactions, end-to-end client requests are completed on time, and analyze data for performance improvement.
Conduct regular coaching sessions and performance reviews to drive continuous improvement.
Act as a player-coach, assisting with daily tasks and communication within the team.
Build strong partnerships with internal and external partners.
Foster a respectful work environment and further a culture of inclusion by building connections using the tools of listening, compassion and understanding.
Ensure teams adhere to all regulatory and compliance requirements.
Perform additional duties as required.
Qualifications:
Bachelor’s Degree preferred.
6+ years’ experience in a customer service environment.
2+ years’ management experience in a call center environment.
Strong understanding and experience with cash management products and services.
Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
Proven ability to lead and motive to attain results, work independently, take accountability for actions, and make timely, risk-based decisions.
Exceptional communication and interpersonal skills, with the ability to interact with diverse groups, relay information to team members, and stakeholders while fostering a positive work environment.
Strong coaching and relationship building skills.
Strong technical and operational knowledge (i.e., back office, deposit systems).
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 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. 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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