POSITION: Senior 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 Senior 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 advanced support to our Commercial and Small business clients regarding their inquiries related to bank products and digital solutions. Provide technical support to commercial and small business customers as related to Treasury Management offerings such as Business Online Banking, Bill Pay, ACH Origination, Remote Deposit Capture, Wires, Positive Pay, Sweeps and Lockbox. + Proactively manage inbound and outbound communications, listening attentively to clients’ needs and concerns to offer tailored, knowledgeable solutions. + Engage and collaborate with teams and stakeholders throughout the organization to foster relationships and solve problems; be empowered to initiate change and coach / mentor teammates to further drive superior service improvements and product offerings. + Utilize customer relationship management (CRM) systems to meticulously track client interactions and manage requests from inception to resolution, and act as advocate for the client by consulting with operations, sales, and product teams to escalate and resolve complex issues. Ensure that client information and documentation is accurately maintained, fostering a culture of data integrity and accountability. This diligence supports efficient service delivery and compliance with bank standards. + 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. + Investigate root causes of process inefficiencies and make proposals on opportunities for process improvement, and Assist with the developing and maintaining written procedures, guides, and training materials for the Client Service team. + Provide mentoring and training to specialists, sharing your expertise in customer service, best practices and banking products. Encourage a collaborative team environment, promoting knowledge sharing and continuous improvement among team members. + Perform other duties as required. Qualifications: + Bachelor’s Degree preferred. + 4 years commercial banking experience or 5 years banking or corporate treasury experience. + Exceptional verbal and written communication skills, with the ability to articulate complex information clearly to clients and team members. Strong listening skills to accurately understand and address client needs. + Advanced proficiency in banking software and customer relationship management (CRM) systems. In-depth knowledge of treasury management services and related banking products. + Outstanding interpersonal skills with a proven track record of building and maintaining strong relationships with clients and colleagues. Ability to effectively navigate challenging conversations and foster trust and rapport. + Excellent organizational skills, with the capacity to manage multiple priorities and projects simultaneously while maintaining a high level of accuracy and attention to detail. Ability to prioritize tasks effectively to meet deadlines. + A strong dedication to delivering exceptional client service and a client-centric approach. Ability to embody the bank’s values of integrity, diversity, and inclusion in all interactions. + 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 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 (https://www.cambridgesavings.com/) is a full-service banking institution 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. 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. #LI-Hybrid