Horace Brown Email & Phone Number

United States

Atlanta, Georgia, United States

Responsible for managing, leading, and driving client acquisition strategy and execution of Consumer Credit Card, Direct to Consumer Lending, and Consumer Deposit solutions for the following sales channels: Premier Banking (affluent), Virtual Solutions, internal Teammate Banking, and Mortgage.Lead and build partnerships with channel and cross-functional lines of business leadership to identify and execute acquisition opportunities and enable the sales force to provide best-in-class… Show more Responsible for managing, leading, and driving client acquisition strategy and execution of Consumer Credit Card, Direct to Consumer Lending, and Consumer Deposit solutions for the following sales channels: Premier Banking (affluent), Virtual Solutions, internal Teammate Banking, and Mortgage.Lead and build partnerships with channel and cross-functional lines of business leadership to identify and execute acquisition opportunities and enable the sales force to provide best-in-class deposit and borrowing solutions to meet clients' needs.Define key performance metrics and profitability drivers, develop robust reporting, and monitor and analyze results to drive actionable insights and identify opportunities to increase conversion rates, improve sales channel effectiveness, and optimize the sales channel process. Evaluate and understand solution delivery gaps to effectively oversee the development and enhancement of training, sales support & tools, education materials, workshops, and resources.Equip client-facing teams for success in identifying and solving client needs by delivering relevant borrowing and payment solutions. Collaboratively build sales performance plans and roll out coaching and training to the sales channel. Show less

Atlanta, Georgia, United States

Create client centric strategies and implement tactics that drive greater Card and Direct to Consumer product usage, balance growth and profitabilityLeverage, influence and lead key third-party efforts to create the ideal user experience all within specified guidelines and deadlinesMeasure, reinforce and follow up on client and teammate experience framework through listening, learning, analytics and quality checks across all client channelsLeverage complaint data… Show more Create client centric strategies and implement tactics that drive greater Card and Direct to Consumer product usage, balance growth and profitabilityLeverage, influence and lead key third-party efforts to create the ideal user experience all within specified guidelines and deadlinesMeasure, reinforce and follow up on client and teammate experience framework through listening, learning, analytics and quality checks across all client channelsLeverage complaint data, teammate sentiment/service levels and client feedback to understand and improve the client experienceServe as Card and Direct to Consumer conduit and internal champion for client-centered initiatives and communicationsBuild open, collaborative relationships with all cross-functional partners while engaging with Retail Community Bank branch and client contact center teammates to successfully deliver a best in class client experience that includes existing client retention and acquiring new relationships Show less

Managed the day to day client/teammate experience and relationship for SunTrust Rewards; point of contact for Rewards issuesCollaborated with TSYS (Rewards vendor) to implement the following new credit card Rewards capabilities: Events and Tickets as a redeemable Rewards option, new gift card options in the rewards catalog, and new fraud controls to improve the client and teammate experienceLed the client/teammate experience work stream for new branch in-person credit card… Show more Managed the day to day client/teammate experience and relationship for SunTrust Rewards; point of contact for Rewards issuesCollaborated with TSYS (Rewards vendor) to implement the following new credit card Rewards capabilities: Events and Tickets as a redeemable Rewards option, new gift card options in the rewards catalog, and new fraud controls to improve the client and teammate experienceLed the client/teammate experience work stream for new branch in-person credit card application process project that was delivered to all branch teammates during December 2018. This new application process allowed for a modern client/client experience that allowed us to digitally capture client acknowledgmentServed as the branch and client contact center SME for new consumer credit card branch application processDeveloped teammate-facing communications for credit card acquisition and promotional campaignsResponsible for client/teammate experience for all consumer credit card and Rewards related projectsReviewed feedback from OpinionLab, client complaints, and from teammates to identify process gaps and implement necessary enhancementsHandled client/teammate escalations for consumer credit cards and Rewards Show less

Led a team of banking professionals across four distinct banking centers in 5 yearsRecognized as Performance Excellence Award Winner in 2012, 2013, 2014, and 2015; top 1% of teammates within companyGraduated the 2016 Georgia-Tennessee Market Leadership Development Program. Collaborated on project that grew investment referrals 39% and qualified investment referrals by 39% in a 3-month timeframe. Project focused on 58 high opportunity branchesDeveloped and executed a… Show more Led a team of banking professionals across four distinct banking centers in 5 yearsRecognized as Performance Excellence Award Winner in 2012, 2013, 2014, and 2015; top 1% of teammates within companyGraduated the 2016 Georgia-Tennessee Market Leadership Development Program. Collaborated on project that grew investment referrals 39% and qualified investment referrals by 39% in a 3-month timeframe. Project focused on 58 high opportunity branchesDeveloped and executed a business plan by acquiring new and maintaining existing client relationships through daily client relationship management and by providing financial solutions that meet client needs and goalsManaged and optimized the branch process of executing consultative client conversations, uncovering client needs, and positioning the right products/services to meet the client’s needsEnsured continued learning and enhancing knowledge of our deposit, small business, consumer lending, credit card, merchant services, and mortgage productsEstablished and maintained key relationships with line of business partners from SunTrust Investment Services, Private Wealth Management, SunTrust Merchant Services, Premier Banking, Business Banking, and MortgageCreated and executed action plans to resolve client complaints and address common client pain points within branchBuilt and maintained a SunTrust branded client experience; clients expect and receive a world class level of service during every interactionCreated vibrant work environments which allowed teammates to collaborate and work together to exceed client expectations and sales goalsIdentified and implemented key behaviors and routines that allow branch and teammates to meet business objectives; analyze and track performance of branch and teammatesIn partnership with senior management, suggested improvements to current processes and new ways in which teammates can become more effective in meeting more client needs Show less