Minimum 5 years in customer service or relationship management
At least 5 years of experience in the financial services industry
Experience in cross-selling financial products
Self-starter with ability to work independently and collaboratively
Proven experience in customer service and relationship management
Proficient in customer service software and databases
Awareness of the latest technology trends in the industry
Strong verbal and written communication skills
Experience in managing transactions, risk, compliance, and account opening
Responsibilities
Respond to and resolve client inquiries and issues
Build and maintain strong client relationships
Provide personalized solutions to clients
Monitor and analyze client feedback to enhance digital experience
Act as a key point of contact for Digital Asset clients
Support clients throughout the entire lifecycle from onboarding to closure
Serve as a talent pipeline for future Relationship Managers
Benefits
Opportunity for career advancement to Relationship Manager
Engagement with cutting-edge digital asset technologies
Collaborative work environment
Focus on client relationship building and retention
Access to ongoing training and development opportunities
Full Job Description
Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.
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.
About Customers Bank
Customers Bank is a full-service bank that provides a range of financial products and services to individuals, businesses, and institutions. The bank offers checking and savings accounts, loans, mortgages, credit cards, and wealth management services, among others. Customers Bank operates through a network of branches and ATMs in several states, including Pennsylvania, New York, New Jersey, Rhode Island, Massachusetts, New Hampshire, and Illinois. The bank is known for its innovative digital banking solutions, such as its mobile app and online banking platform, which allow customers to manage their accounts and transactions from anywhere, anytime.
