Description

POSITION:Lead Client Service Specialist

Position Summary:

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.

Visa Sponsorship: Cambridge Savings Bank is unable to sponsor or take over sponsorship of an employment visa for this role at this time.