CRC Operations & Training Lead

Cambridge Savings Bank; Waltham (MA); Hybrid; USD 39,000 - 48,000; Full time

Benefits offered by this job

Healthcare

401(k) match

Parental planning

Mental health benefits

Performance bonus opportunities

Flexible time off

Job summary

Cambridge Savings Bank is seeking a CRC Operational & Training Specialist to drive training, knowledge management, and process governance across the Customer Resource Center. You will partner with leadership to develop procedures and documentation ensuring high-quality service for internal and external clients.

As an individual contributor, you will support day-to-day service delivery, lead onboarding and product readiness, monitor compliance, and identify improvement opportunities to sustain

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years in financial services, customer service, or operations in banking.
• Experience facilitating training and developing operational documentation.
• Strong ability to analyze processes and drive improvements.

Responsibilities

• Develop, facilitate, and improve onboarding, technical, operational, regulatory, and service training programs.
• Own the CRC knowledge management program with procedures, job aids, and articles.
• Ensure governance cycles for documentation and regulatory compliance.
• Lead operational readiness for new products, services, and changes with cross-functional teams.
• Conduct quality reviews and support audits and compliance activities.
• Provide guidance on systems, workflows, and best practices.

Skills

Training delivery

Quality assurance

Process governance

Change management

Communication

Education

Bachelor's degree or equivalent

Job description

Cambridge Savings Bank is seeking a CRC Operational & Training Specialist to drive training, knowledge management, and process governance across the Customer Resource Center. You will partner with leadership to develop procedures and documentation ensuring high-quality service for internal and external clients.

As an individual contributor, you will support day-to-day service delivery, lead onboarding and product readiness, monitor compliance, and identify improvement opportunities to sustain