Lead Client Service Specialist

Cambridge Savings Bank; Waltham (MA); Hybrid; USD 84,000 - 111,000; Full time

Benefits offered by this job

Healthcare

Parental planning

Mental health benefits

Performance bonus opportunities

401(k) plan and match

Flexible time off

others

Job summary

Cambridge Savings Bank is seeking a Lead Client Service Specialist to serve as a senior resource for complex commercial and small business banking inquiries. You will act as a treasury management and digital solutions expert, resolve escalated client needs, and mentor teammates while driving cross-functional improvements.

The role emphasizes operational excellence, documentation integrity, and partnership with commercial banking, treasury management, and digital product teams.

Qualifications

• Bachelor's degree preferred with five or more years of commercial banking or treasury management experience, or ten or more years of banking or corporate treasury experience.
• Proven ability to analyze complex situations, exercise sound judgment, and communicate effectively with clients and partners.
• Exceptional communication, relationship-building, and influencing skills with the ability to collaborate across departments.
• Experience mentoring teammates and driving process improvements in a banking environment.

Responsibilities

• Deliver an exceptional client experience for complex commercial and small business banking inquiries.
• Serve as subject matter expert for treasury management and digital banking solutions.
• Lead process improvements, create job aids and training materials, and support product implementations.
• Represent Client Service on cross-functional initiatives and strategic projects.
• Mentor team members and support onboarding and development.

Skills

Communication skills

Analytical thinking

Relationship building

Cross-functional collaboration

Influencing skills

Education

Bachelor's degree or equivalent experience

Tools

CRM systems

Job description

Lead Client Service 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 Lead Client Service Specialist is a senior individual contributor who delivers exceptional service to commercial and small business clients. As a subject matter expert in treasury management products and digital solutions, this role resolves complex client needs, serves as the first point of escalation, mentors team members, drives process improvements, and partners across the organization to strengthen the client experience and support the bank's strategic objectives.

Key Result Areas

• Deliver an exceptional client experience by serving as the primary resource for complex commercial and small business banking inquiries. Manage advanced client relationships, provide technical support for treasury management and digital banking solutions, and maintain ownership of client requests through resolution.
• Serve as the department's subject matter expert and first point of escalation for complex client issues. Partner with internal stakeholders to resolve challenges, improve service delivery, and ensure consistent, high-quality client outcomes.
• Lead operational excellence by identifying root causes, recommending and implementing process improvements, participating in product testing, implementations, and enhancements, and developing procedures, job aids, and training materials that improve team performance.
• Strengthen organizational partnerships by representing the Client Service team on commercial banking, small business banking, treasury management, and cross-functional initiatives. Provide frontline expertise to support strategic projects, product enhancements, and continuous improvement efforts.
• Lead through influence by serving as a trusted resource and mentor to other team members, promoting knowledge sharing, coaching team members, supporting onboarding and training, and fostering collaboration and development.
• Ensure operational integrity by maintaining accurate client documentation, utilizing customer relationship management systems effectively, and adhering to bank policies, regulatory requirements, and established service standards.
• Perform additional duties as required.

Qualifications

• Bachelor's degree preferred with five or more years of commercial banking or treasury management experience, or ten or more years of banking or corporate treasury experience.
• Comprehensive knowledge of commercial banking operations, treasury management products, digital banking platforms, regulatory requirements, and industry best practices.
• Proven ability to analyze complex situations, exercise sound judgment, prioritize competing demands, and make effective decisions in a fast-paced environment.
• Exceptional communication, relationship-building, and influencing skills with the ability to establish credibility, collaborate across departments, and effectively communicate with clients and business partners at all levels.
• Demonstrated commitment to operational excellence, continuous learning, adaptability, and delivering a relationship-focused client experience. Experience supporting cross-functional initiatives, product implementations, or operational enhancements is strongly 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: $83,500 - 111,300

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $83,500 - 111,300. 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.

• healthcare
• parental planning
• mental health benefits
• performance bonus opportunities
• a 401(k) plan and match
• flexible time off
• 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.