Customer Resource Center Operational & Training Specialist

POSITION: Customer Resource Center Operational & Training 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 Customer Resource Center (CRC) Operational & Training Specialist drives operational excellence, employee readiness, and continuous improvement across the CRC. Serving as the primary resource for training, knowledge management, process governance, quality oversight, and implementation support, this role partners with leadership and cross-functional teams to develop and maintain procedures, standards, and documentation that enable consistent, high-quality service for internal and external clients. As an individual contributor, the specialist also supports day-to-day service delivery to ensure business continuity and operational performance.

Key Result Areas:

* Develop, facilitate, and continuously improve onboarding, technical, operational, regulatory, and service training programs while maintaining training plans, completion records, and employee readiness initiatives that support ongoing professional development and operational excellence.

* Own the CRC knowledge management program by developing, maintaining, and governing procedures, job aids, knowledge articles, process documentation, training resources, and instructional materials.

* Ensure documentation is reviewed, validated, approved, and updated within established governance cycles to maintain operational consistency, regulatory compliance, and exceptional client experience.

* Lead operational readiness for new products, services, systems, regulatory changes, and departmental initiatives by partnering with stakeholders to coordinate testing, communications, documentation, training, implementation activities, and post-launch support to ensure successful adoption across the CRC.

* Conduct consistent quality reviews, support audits and compliance activities.

* Evaluate processes, identify knowledge and performance gaps and recommend sustainable improvements that strengthen employee performance and client outcomes.

* Serve as the CRC Operations subject matter expert by providing guidance on systems, workflows and best practices.

* Support day-to-day CRC activities by assisting with client interactions across phone, chat, secure messaging, email, and other service channels during periods of increased volume, business continuity events, staffing needs, system implementations, or organizational priorities to maintain service levels and deliver consistent client experience.

* Perform additional duties as required.

Qualifications:

* Bachelor's degree is preferred, or an equivalent combination of education and experience.

* Minimum of 3 years of experience in financial services, customer service, contact center operations, training, or operational support, preferably within a banking environment.

* Demonstrated knowledge of banking products, operational processes, regulatory requirements, risk management principles, quality assurance practices, and change management with experience supporting cross-functional initiatives and continuous operational improvement.

* Proven ability to facilitate training, develop operational documentation, coordinate projects, analyze business processes, manage competing priorities, and execute initiatives with exceptional attention to detail in a fast-paced environment.

* Strong communication, presentation, relationship-building, and collaboration skills, with the ability to work effectively across departments, build productive working relationships, facilitate discussions, and support change initiatives.

* Strong analytical, organizational, critical thinking, and problem-solving skills, with the ability to identify process improvement opportunities, recommend practical solutions, leverage data to inform decisions, and contribute to operational effectiveness.

* Demonstrates accountability, ownership, adaptability, sound judgment, and a commitment to continuous learning. Works collaboratively to support operational excellence, enhance the client experience, and contribute to a positive, team-oriented culture.

Location: Hybrid/Waltham, MA Salary Range: $28.37 - 34.62/hr

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $28.37 - 34.62/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.

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.