Digital Asset Client Experience Lead

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

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.