Customer Resource Center Specialist

Cambridge Savings Bank; Waltham (MA); Hybrid; USD 34,000 - 46,000; Full time

Benefits offered by this job

Healthcare

Parental planning

Mental health benefits

Performance bonus

401(k) match

Flexible time off

Job summary

Cambridge Savings Bank is seeking a Customer Resource Center Specialist in hybrid/waltham, MA to be the first point of contact for customers. You will deliver high-quality support across telephone and digital channels, providing knowledgeable solutions and documenting interactions in CRM.

The role emphasizes strong communication, problem solving, and the ability to adapt to changing needs while supporting bank policies and growth objectives.

Qualifications

• High school diploma or equivalent.
• Excellent verbal and written communication; explain complex info clearly.
• Strong listening, problem solving, and timely resolution skills.
• Ability to build relationships with customers and colleagues.
• Strong organizational skills and attention to detail.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Deliver exceptional customer experience across bank products and digital solutions.
• Handle inbound/outbound calls; listen to needs and provide tailored solutions.
• Perform customer transactions, including video banking, with accuracy and compliance.
• Document interactions in CRM and manage requests end-to-end.
• Provide support via telephone and digital channels per bank policies.
• Foster cross-department collaboration to support customer needs.

Skills

Communication

Active listening

Problem solving

Decision making

Interpersonal skills

Multitasking

Education

High School Diploma

Job description

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 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.

Key Result Areas

• 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.

Qualifications

• 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.

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

$24.95 – $33.27/hr. The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $24.95 – $33.27/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.

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. In March 2026, Kroll Bond Rating Agency affirmed CSB’s investment‑grade rating, reinforcing the bank’s position as a reliable business leader. 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.