Carissa Houston
Denver,CO
Summary
Client Relationship Manager building trust with plan sponsors and external partners through clear communication and consistent follow-through. Supports retention by organizing client appointments, routing requests to the right departments, and keeping complex plan questions moving toward resolution. Brings a steady service style that fits financial services accounts and post-sale client support.
Overview
8
8
years of professional experience
Work History
Intermediate Client Onboarding Manager
Transamerica
Denver, Colorado
06.2022 - 07.2026
- Oversaw the onboarding of upwards of 25 new plan sponsor retirement plans and the conversion of existing plans from other providers.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Cultivated relationships with plan sponsors, financial advisors, third-party administrators, and stakeholders to enhance client satisfaction and engagement.
- Collaborated with cross-functional teams to ensure comprehensive training materials and resources were available for clients.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Tracked client interactions through detailed record-keeping, ensuring accuracy in account management and reporting.
- Streamlined client interaction tracking by implementing CRM systems, supporting informed decision-making for better client outcomes.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Implemented CRM systems to track interactions, enabling data-driven decision-making for improved client outcomes.
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Ensured consistency in service delivery by training team members on best practices and client engagement strategies.
Financial Relationship Banker
Huntington Bank
Westminster, Colorado
06.2021 - 05.2022
- Led financial consultations to assess client needs and recommend tailored banking services for optimal outcomes.
- Cultivated strong customer relationships through personalized banking solutions and attentive service.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Educated clients on product offerings, enhancing their financial literacy and supporting informed decision-making.
- Facilitated account openings, including checking and savings accounts, ensuring compliance with company policies.
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Five time monthly winner of Customer Service 'Heart of Huntington' Award
Assistant Branch Manager
TCF Bank
Westminster, Colorado
09.2018 - 06.2021
- Led daily branch operations, ensuring compliance with policies and procedures.
- Mentored staff in customer service best practices, enhancing team performance.
- Cultivated strong relationships with clients, fostering loyalty and increasing customer satisfaction.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Researched and resolved complex client and branch situations using excellent problem solving
- Collaborated with senior management to drive initiatives that aligned with corporate goals.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Education
Bachelor of Science - Recording Arts
University of Colorado, Denver CO
Denver, CO 05.2001 -
Associate of Arts - Interdisciplinary Studies
Fullerton College, Fullerton CA
Fullerton, CA 05.2001 -
Skills
- Client onboarding
- Client relationship management
- Stakeholder communication
- Appointment scheduling
- Needs assessment
- Regulatory compliance
Timeline
Intermediate Client Onboarding Manager
Transamerica
06.2022 - 07.2026
Financial Relationship Banker
Huntington Bank
06.2021 - 05.2022
Assistant Branch Manager
TCF Bank
09.2018 - 06.2021
Bachelor of Science - Recording Arts
University of Colorado, Denver CO
05.2001 -
Associate of Arts - Interdisciplinary Studies
Fullerton College, Fullerton CA
05.2001 -