Retail Support Specialist

POSITION: Retail Support 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.The Retail Support Specialist will consistently demonstrate Cambridge Savings Bank's core values while delivering operational support, guidance and oversight across the Retail Banking network. As the first point of contact for our Branch teams, the Retail Support Specialist will provide timely direct support to increase efficiency and customer satisfaction. Effective communication, cross-functional collaboration and problem solving will be key drivers of success for the Retail Support Specialist.

Key Result Areas:

* Provide high quality operational support and procedural compliance guidance

* Deliver consistent high-quality customer experiences and identify areas for process efficiency and improvement

* Communicate and collaborate effectively across departments to support the delivery of exceptional customer experience to our branch teams and support information collection and dissemination of clear directions

* Guide and coach branch teams through troubleshooting and navigation of applicable branch systems

* Research and resolve customer concerns, supporting branch teams by leveraging processes and procedures

* Develop, document, and maintain working knowledge of regulatory and operational best practices around consumer and small business offerings

* Additional duties as needed.

* Perform additional duties as required

Qualifications:

* High school diploma or equivalent

* 2-3 years of branch banking experience or equivalent customer service or contact center work experience

* Proven ability to guide individuals through processes and procedures, addressing concerns and resolving challenges effectively

* Experience in working independently and taking accountability for actions, making timely, high-quality decisions

* Strong verbal and written communication and interpersonal skills, with the ability to interact and engage effectively with diverse groups throughout the bank

* Proficient at building relationships and rapport

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: $63,000 - $79,000

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $63,000 - $79,000. 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. 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.