Client Relationship Manager - Digital Assets

Customers Bank; Malvern (Chester County); On-site; USD 75,000 - 115,000; Full time

Job summary

Customers Bank is seeking a Client Relationship Manager (CRM), Digital Assets, to respond to client inquiries, resolve issues, and build strong relationships with digital asset clients. The role covers onboarding through expansion, with a focus on retention and personalized solutions.

The ideal candidate has 5+ years in customer service/relationship management within financial services, plus experience in cross-selling and collaboration with multiple stakeholders.

Qualifications

• Minimum 5 years customer service/relationship manager experience.
• Minimum 5 years’ experience in the financial services industry.
• Experience in cross-selling financial products.
• Self-starter – must be able to work alone as well as in a team/collaborative environment.
• Proven working experience in customer service/relationship management.
• Computer proficient - working knowledge of customer service software, databases and tools.
• Awareness of industry’s latest technology trends and applications.
• Ability to think strategically and to lead customers.
• Strong client-facing (verbal and written communication) skills.
• Relationship management skills and experience while managing transactions, risk management, compliance, and account opening.

Responsibilities

• Respond to and resolve client inquiries and issues in a timely manner.
• Build and maintain strong client relationships across Digital Asset clients.
• Provide personalized and tailored solutions to clients.
• Monitor and analyze client feedback and behavior to improve the digital customer experience and retention.
• Serve as key point of contact for Digital Asset clients across onboarding, maintenance, expansion, and closure.

Skills

Customer service

Relationship management

Strategic thinking

Verbal & written communication

Team collaboration

Tools

Salesforce

FIS IBS

Q2 online banking

MS Office

AI tools awareness

Job description

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you:

We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge:

We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability:

We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

What You’ll Do

A Client Relationship Manager (CRM), Digital Assets is a vital role in the organization which will leverage the knowledge of bank process and procedures to quickly address the needs of our Digital Asset clients. A CRM is responsible for responding to and resolving client inquiries and issues, building and maintaining strong client relationships, and providing personalized and tailored solutions to clients. A CRM also monitors and analyzes client feedback and behavior to improve the digital customer experience and increase retention and loyalty. The CRM will function as a key point of contact for all Digital Asset clients, which may include clients who are the CRM’s direct responsibility. The CRM will work directly with clients, and in some cases prospects during all stages of the client life-cycle from onboarding, ongoing maintenance, expansion, and possibly closure. This role will act as the Digital Asset groups talent pipeline, and with a career track to potentially become Relationship Managers.

What Do You Need?

• Minimum 5 years customer service/relationship manager experience
• Minimum 5 years’ experience in the financial services industry
• Experience in cross-selling financial products
• Self-starter – must be able to work alone as well as in a team/collaborative environment
• Proven working experience in customer service/relationship management
• Computer proficient - working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead customers
• Strong client-facing (verbal and written communication) skills
• Relationship management skills and experience while managing transactions, risk management, compliance, and account opening.

Technology Skills

• MS Office applications
• Salesforce literacy
• FIS IBS and Q2 online banking experience preferred
• Computer literacy and knowledge of online banking and mobile banking applications
• Familiarity with AI and automation tools that support productivity, workflow efficiency, and client engagement.

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.