ERICA JACKSON
Columbia City
Summary
Versatile and accomplished Financial Industry Professional with over 18 years of progressive leadership experience across banking, credit unions, and retail financial operations. Demonstrated success leading large, multi-site teams and implementing strategic initiatives that drive sales, enhance customer service, and ensure compliance. Proven expertise in sales coaching, DEI initiatives, CRM system management, training and development, Six Sigma process improvements, and risk management. A collaborative leader with a consistent record of increasing branch profitability, improving employee engagement, and exceeding operational targets.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Retail Market Manager III
Synovus Bank
02.2023 - Current
- Lead regional retail operations, overseeing branch performance, small business lending, deposit growth, and customer retention initiatives.
- Execute on all operational, compliance, and coaching responsibilities carried forward from previous roles.
- Serve as a strategic leader, aligning branch priorities with corporate initiatives to increase market penetration.
- Developed business through centers of influence and enhanced partner engagement to generate Merchant, RID, Positive Pay, and Investment opportunities.
- Collaborated with other departments to ensure seamless execution of company-wide initiatives at the store level.
- Coached sales team members in effective selling strategies and closing techniques.
- Improved employee performance by providing regular coaching sessions and constructive feedback.
- Traveled to customer sites to demonstrate products, answer questions and close contracts.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Financial Sales Manager II, AVP & Assistant Secretary
First Citizens Bank
01.2022 - 01.2023
- Directed all sales activity for branch teams, fostering accountability and high performance through regular coaching, mentoring, and performance reviews.
- Collaborated with commercial banking, mortgage, and wealth partners to deliver holistic financial recommendations.
- Originated mortgage, business, and consumer loans, significantly contributing to loan portfolio growth.
- Represented the bank on community boards, driving grassroots business development.
- Developed business through centers of influence and enhanced partner engagement to generate Merchant, RID, Positive Pay, and Investment opportunities.
Vice President, Regional Manager
Family Trust Federal Credit Union
10.2018 - 12.2021
- Teamled the realignment of several departments to enhance operational synergy and staff efficiency for better use of allocated dollars.
- Partnered with training leadership to execute DEI strategies that increased inclusivity and strengthened team culture.
- Led CRM system evaluation and member feedback analysis to improve customer experience and identify target demographics.
- Created a data-informed sales accountability strategy that resulted in 90% sales goal achievement across branches in the first two years of implementation.
- Led, managed and developed a team of 8 managers to provide exceptional customer experience while meeting FI strategic initiatives in sales.
- Collaborated with senior management assess trends in the business and surrounding market to develop strategic initiatives and long term goals.
- Identified opportunities to improve business process flows and productivity.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
AVP Branch Administration
Family Trust Federal Credit Union
11.2013 - 06.2015
- Implemented standards for 8 branch managers to ensure accurate salary utilization and proper staffing to maintain quality customer service, high employee morale and maximum efficiency
- Collaborated with managers, operations and marketing to analyze market reports and devise strategies for each location resulting in deeper market penetration in each location
- Served on Loan Administration Team to implement and execute lending policies and lending authority.
Teller-Branch Manager
Family Trust Federal Credit Union
07.2005 - 11.2013
Education
MBA - Business Administration
Winthrop University
01.2006
Bachelor of Science - Business Administration – Marketing
Winthrop University
01.2004
Skills
- CRM Systems (evaluation, implementation, user adoption)
- Data Analysis & Reporting
- Sales Tracking & Performance Dashboards
- Loan Origination Systems
- Strategic Risk & Compliance Assessment
- Recruitment & Onboarding
- Strategic Planning
- Financial Product Sales
- Sales Coaching
- Consultative Sales
- Process Improvement
- Change Management
Certification
- Green Belt, Six Sigma Process Improvement
- NMLS Certification #732473
- Graduate, Southeastern CUNA Management School – 2017-06
- Graduate, NAFCU Management & Leadership Institute – 2013-10
Accomplishments
- Successfully led 3 underperforming branches initially ranking the lowest in the FI to becoming top performing branch within the region.
- Enhanced credit card participation by 45% across all types by analyzing usage trends and customer feedback in conjunction with the implementation of fraud prevention strategies within the branches.
- Reduced call center abandonment by 19% via staffing and morale improvement.
- Implemented DEI initiatives that directly improved staff engagement and cultural inclusion.
CORE COMPETENCIES
- Financial Sales Leadership
- Retail Banking Strategy
- Multi-Branch Operations
- CRM System Implementation
- Process Improvement (Six Sigma Green Belt)
- DEI & Organizational Change
- Coaching & Talent Development
- Budget Planning & Financial Forecasting
- Risk & Compliance Oversight
- Consultative Sales Methodology
- Succession Planning & Recruitment
- Customer Experience & Engagement
- Business Development & Community Involvement
Languages
English
Affiliations
- Alpha Kappa Psi Business Fraternity
- Delta Sigma Theta Sorority Inc.
Timeline
Retail Market Manager III
Synovus Bank
02.2023 - Current
Financial Sales Manager II, AVP & Assistant Secretary
First Citizens Bank
01.2022 - 01.2023
Vice President, Regional Manager
Family Trust Federal Credit Union
10.2018 - 12.2021
AVP Branch Administration
Family Trust Federal Credit Union
11.2013 - 06.2015
Teller-Branch Manager
Family Trust Federal Credit Union
07.2005 - 11.2013
Bachelor of Science - Business Administration – Marketing
Winthrop University
MBA - Business Administration
Winthrop University
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