Customer Resource Center Specialist

Cambridge Savings Bank•Waltham, MA

2d•Hybrid

About The Position

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 and inclusion. The Customer Resource Center Specialist serves as a first point of contact for Cambridge Savings Bank and Ivy Bank customers. This role provides high-quality support across telephone and digital channels, delivers knowledgeable solutions, and collaborates with business partners to create a seamless customer experience while representing the bank's commitment to treating every customer like they are our only customer.

Requirements

High school or secondary school diploma.
Excellent verbal and written communication skills, including the ability to explain complex information clearly and concisely.
Strong listening, problem-solving, and decision-making skills with the ability to resolve customer needs in a timely manner.
Strong interpersonal skills and a commitment to building positive relationships with customers and colleagues.
Excellent organizational skills, attention to detail, and the ability to manage multiple priorities.
Ability to work independently and effectively in a fast-paced environment while adapting to changing business needs.

Responsibilities

Deliver an exceptional customer experience by supporting inquiries related to bank products, services, and digital solutions.
Handle inbound and outbound calls, actively listen to customer needs, and provide accurate, tailored solutions.
Perform customer transactions, including video banking, with accuracy and efficiency while adhering to Bank Secrecy Act and Anti-Money Laundering requirements, regulatory standards, security requirements, and bank policies and procedures.
Use customer relationship management systems to document interactions, manage requests from intake through resolution, and maintain accurate customer information.
Provide customer service support through telephone and digital communication channels in accordance with bank policies and procedures.
Build effective working relationships across departments and contribute to a collaborative team environment.
Strengthen customer relationships and identify opportunities to connect customers with solutions that support their financial needs and the bank's growth objectives.
Adapt to changing priorities and perform additional responsibilities as needed to support customers, the Customer Resource Center, and the bank.