Vantreshia Houston
St. Johns
Summary
Results-driven Financial Center Manager with extensive experience in the financial services industry, recognized for high productivity and efficient task completion. Expertise in leadership, call monitoring, risk reduction, and process improvement, complemented by a strong ability to navigate risks through effective oversight of regulatory adherence and compliance. Proven track record in strategic financial planning, risk management, and fostering client relationships while driving operational excellence. Demonstrates exceptional interpersonal skills that enhance team performance and deliver outstanding customer service.
Overview
11
11
years of professional experience
Work History
Officer, De Novo Financial Center Manager
Fifth Third Bank
Ponte Vedra
04.2024 - Current
- Responsible for developing and implementing strategies to maximize financial center profitability.
- Engaged in business development activities such as cold calling prospective clients, attending networking events, in order to increase customer base.
- Tracked metrics to maintain current understanding of center operations.
- Maintained an organized filing system containing all documents related to branch operations.
- Worked with cross-functional teams to achieve goals.
- Developed long-term relationships with customers through proactive outreach efforts.
- Conducted performance reviews for branch personnel in order to assess individual contributions and provide feedback on areas requiring further development.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Personal Banker I
Fifth Third Bank
Saint Johns
04.2023 - 04.2024
- Increased new account acquisitions through effective community prospecting and cross-selling of bank products and services.
- Coordinated special events designed to promote brand loyalty and engagement among customers, such as business networking.
- Developed strong working relationships with staff, fostering a positive work environment.
- Assisted in the strategic planning of key activities to open the Beachwalk Branch.
- Enhanced customer satisfaction by providing personalized financial advice and tailored banking solutions.
- Assisted in the coordination and execution of marketing to acquire customers in new markets.
Business Line Risk Analyst II
Ally Bank
Jacksonville
11.2017 - 04.2022
- Managed and executed risk management projects to determine deficiencies and the execution of corrective actions.
- Conduct New Hire Trainings, QC, Associate Engagement Sessions, and Refresher.
- Mentored and coached team members, fostering a supportive and collaborative work environment.
- Maintain collaborative working relationships with key stakeholders, and represent the business line risk team in cross-functional risk management forums.
- Identify and make recommendations to the procedure team to close gaps discovered in knowledge articles.
- Facilitate call-listening sessions with senior management to provide clear guidance on call-handling expectations and common defects, to improve overall QA scores.
- Trainings to ensure agents are properly trained on QC Scorecard definitions, and are able to provide a best-in-class experience.
- Provide third-party risk testing and monitoring oversight through calibration meetings and QA certification training to support the One Ally approach.
Account Servicing Specialist II
Ally Bank
Jacksonville
08.2016 - 11.2017
- Managed the responsibility of suspended accounts for over 27 branches, averaging a minimum of 3 million dollars daily.
- Created a production sheet for both the suspense team and the smart cash team, which resulted in higher productivity and individual accountability.
- Created step-by-step instructions for the suspense team to manually pull duck reports, suspense reports, and EOS reports, as well as guidance on how to export work into Excel.
- Meticulously applied and recoded funds to reduce financial loss, and identified inaccuracies in cash placements.
Virtual Teller
Bank of America
Jacksonville
01.2015 - 07.2016
- Assisted customers with a wide range of banking functions, such as check or cash deposits, cash withdrawals from personal or business accounts, payments to mortgage, principal, escrow, credit card, or loan accounts, transfers among linked accounts, and processed cash advances and check cashing.
- I answered a variety of questions concerning account and transaction details, as well as provided product knowledge.
Client Service Specialist
Citi Bank
Jacksonville
05.2014 - 12.2014
- Negotiated payment arrangements and accepted debit, credit card, and check payments to post towards card members' accounts.
- Resolved inconsistencies and prepared appropriate documentation to post to accounts.
- Assisted customers with online banking, and addressed all adjacent concerns.
- Encouraged customers to take advantage of additional Citi products and services that would enhance their overall experience.
Education
Bachelor of Science -
University of North Florida
Jacksonville, FLSkills
- Risk Management
- Experience in leadership
- Quality Assurance Controls
- Regulatory and Compliance
- Strategic planning, tracking, and reporting
- Training and Development
- Relationship building
- Conflict resolution
- Performance evaluation
- Business development
- Customer relationship management
- Financial analysis
- Task prioritization
- Cross-selling strategies
- Networking skills
- Time management
Accomplishments
- "I'm am Ally" quarterly award winner in 2019 for outstand performance and team contributions.
- Developed and facilitated authentication improvement trainings which reduced critical fails by 42%. As a result, the training was implemented in the formal on-boarding process for New Hires.
- Created a process to track financial saves identified by Quality Control due to associate errors with a targeted goal of $25,000 in savings per year.
- 1 of 80 Branch Excellence Taskforce managers within Fifth Third Bank's Retail Market (which consists of 1,100 branches) responsible for leading from the front, showing enthusiasm and commitment.
- 1 of 5 One Bank Champions who is responsible for growing One Bank referrals in the Jacksonville Region. A resource and subject matter expert on One Bank metrics for region's 14 financial centers.
- My branch was 1 of 4 Fifth Third Bank De Novo branches who was awarded the Deposit Growth Award for being over 200% of our annual revenue goal ~ ended 2024 at 254%.
Timeline
Officer, De Novo Financial Center Manager
Fifth Third Bank
04.2024 - Current
Personal Banker I
Fifth Third Bank
04.2023 - 04.2024
Business Line Risk Analyst II
Ally Bank
11.2017 - 04.2022
Account Servicing Specialist II
Ally Bank
08.2016 - 11.2017
Virtual Teller
Bank of America
01.2015 - 07.2016
Client Service Specialist
Citi Bank
05.2014 - 12.2014
Bachelor of Science -
University of North Florida