Customer Service Center Assistant Manager

Customer Resource Center Assistant Manager 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 fostering a strong commitment to diversity. As the Customer Resource Center Assistant Manager, you will manage the Consumer Customer Service Specialist team, overseeing daily operations and service delivery, partnering with the Director of Client Service to shape the strategic direction of the CRC Consumer Team, drive customer experience, product development, growth and retention, and champion innovative banking solutions with a customer‑first mindset.

• Lead Consumer Customer Service Specialist team to excellence by ensuring the CRC provides consistently high‑quality service to internal and external customers.
• Act as a player‑coach, assisting with daily tasks, communication within the team, and serving as an initial point of contact.
• Motivate, develop and lead teams to ensure high performance and alignment with bank objectives.
• Maintain and deepen existing customer relationships and acquire new customers to align with banks' growth objectives with integrity.
• Demonstrate knowledge and expertise in utilizing customer interface technology, electronic delivery systems, and numerous software applications used by the CRC.
• Show awareness of the need to collaborate with business partners to foster meaningful relationships.
• Maintain knowledge of, and consistently adhere to, bank policies, procedures, and regulations.
• Perform additional duties as required.

• High School Diploma or GED equivalent.
• 2+ years of management experience.
• 3 years of proven experience in service, sales, service, and operations management.
• Ability to work independently, take accountability for actions, make quick, high‑quality decisions, and manage conflict.
• Strong communication, interpersonal, analytical, and technical skills, with the ability to interact with diverse groups.
• Proficient with contact center technology and the ability to learn new digital platforms, 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: $70,000 - $91,000

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $70,000 - $91,000. Cambridge Savings 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.

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 , 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.