Customer Resource Center Specialist

Overview

POSITION:
Customer Resource Center Specialist

Position 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 and having a strong commitment to diversity. The Customer Resource Center Specialist is responsible for providing a high level of customer experience to Cambridge Savings Bank and Ivy Bank's customers acting as a first point of contact within the Customer Resource Center Team.

Using innovative banking solutions and the most welcoming and friendly service, you will focus on delivering outstanding, seamless customer experience while collaborating with business partners, and representing our brand promise of treating every customer like they are our only customer.

• Deliver exceptional customer experience by providing direct support to our customers regarding their inquiries related to bank products and digital solutions.
• Handle inbound and outbound phone calls; actively listening to customers' needs to provide tailored, knowledgeable solutions.
• Perform customer transactions, including video banking, with precision and efficiency, while strictly adhering to all Bank Secrecy Act and Anti-Money Laundering (BSA/AML), regulatory, security, and bank policies and procedures.
• Utilize customer relationship management (CRM) systems to meticulously track customer interactions and manage requests from inception to resolution. Ensure that the customer's information is accurately maintained and updated throughout the service process.
• Establish and maintain effective working relationships with colleagues across departments, fostering a collaborative and cohesive team environment that enhances overall service delivery.
• Embrace a flexible mindset by performing additional job duties as required, demonstrating a commitment to continuous improvement and responsiveness to the evolving needs of our customers and the bank.
• Perform a full range of customer service-oriented telephone and digital communications support activities to ensure customer satisfaction and compliance with Bank policies and procedures.
• Cultivate and deepen existing customer relationships while actively identifying and acquiring new customers that align with the bank's strategic growth objectives. Approach every interaction with integrity, ensuring that customers feel valued and supported.
• Perform additional duties as required.

• High School/Secondary School diploma
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to customers. Strong listening skills to accurately understand and address customer needs and concerns.
• 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 customers and team members.
• Exceptional organizational skills, with the ability to manage multiple priorities and maintain a high level of accuracy and attention to detail.
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities while multi-tasking and working 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, MA

Salary Range: $24.51 - $31.9/hr

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $24.51 - $31.9/hr cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate's skills, qualifications, and experience. In addition, Cambridge Savings Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.

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