Digital Client Relationship Manager

Customers Bank; West Reading (Berks County); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Customers Bank seeks a Digital Client Relationship Manager to respond to client inquiries, build strong relationships, and provide tailored digital solutions. You will monitor feedback to improve the digital experience and retention while working from Malvern, PA, with a path to remote work beyond a 50-mile radius.

The role emphasizes strategic engagement with commercial and consumer clients and collaboration across teams.

Qualifications

• 5+ years in customer service/relationship management.
• 5+ years in the financial services industry.
• Experience in cross-selling financial products.
• Self-starter with ability to work independently and in a team.
• Proven track record as a customer service relationship manager.

Responsibilities

• Respond to and resolve client inquiries and issues.
• Build and maintain strong client relationships.
• Provide personalized and tailored solutions to clients.
• Monitor and analyze client feedback to improve the digital customer experience and retention.

Skills

Customer service

Relationship mgmt

Financial services

Cross-selling

Self-starter

CRM experience

Client-facing comms

Strategic thinking

Team collaboration

Tech aptitude

Tools

Salesforce

MS Office

FIS IBS

Q2 Online Banking

Job description

Digital Client Relationship Manager

Location: Malvern, PA, West Reading, PA

Time Type: Full time

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.

This position is open to any Customers Bank location, it is also open to fully remote if outside of a 50-mile radius of a bank location.

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 Digital Client Relationship Manager is a vital role in any organization that wants to leverage the power of digital channels to connect and communicate with clients. A DCRM 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 DCRM also monitors and analyzes client feedback and behavior to improve the digital customer experience and increase retention and loyalty.

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 as a customer service relationship manager

• Experience in providing customer service support for commercial and consumer clients

• 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.