Customer Service Center Assistant Manager

POSITION: Customer Resource Center Assistant Manager

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.As the Customer Resource Center Assistant Manager, you will manage the Consumer Customer Service Specialist team, overseeing daily operations and service delivery. Partnering with the Director of Client Service, you'll help shape the strategic direction of the Customer Resource Center (CRC) Consumer Team, driving customer experience, product development, growth and retention. This role champions innovative banking solutions and a customer-first mindset, ensuring seamless collaboration across internal teams to uphold our brand promise: treating every customer like our only customer.

Key Result Areas:

* Lead Consumer Customer Service Specialist team to excellence by ensuring the CRC provides consistently high-quality service to internal and external customers

* Act as a player-coach, assisting with daily tasks and communication within the team and serving as an initial point of contact for the team

* Motivate, develop and lead teams to ensure high performance and align with the bank objectives

* Maintain and deepen existing customer relationships and acquire new customers to align with banks' growth objectives with integrity

* Responsible for knowledge and expertise in utilizing customer interface technology, electronic delivery systems, and numerous software applications used by the CRC

* Ability to demonstrate awareness of the need to collaborate with business partners to foster meaningful relationships

* Maintain knowledge of, and consistently adhere to, bank policies, procedures, and regulations

* Perform additional duties as required

Qualifications:

* High School Diploma or GED equivalent

* 2 years+ of management experience

* 3 years of proven experience in service, sales, service, and operations management

* Ability to work independently and take accountability for actions, make quick, high-quality decisions, and be proficient in conflict management

* Strong communication, interpersonal, analytical, and technical skills, with the ability to interact with diverse groups

* Proficient with contact center technology with the ability to learn new digital platforms, preferred

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: $70,000 - $91,000

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $70,000 - $91,000. 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.

Visa Sponsorship: Cambridge Savings Bank is unable to sponsor or take over sponsorship of an employment visa for this role at this time.

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. 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.