Rebecca Harkness
Ipswich
Summary
Dynamic banking professional with extensive experience, excelling in regulatory compliance, and team building. Proven track record in enhancing customer service and operational efficiency. Skilled in training staff and developing strong relationships, consistently resolving complex issues to drive branch success and customer retention. Licensed NMLS since 2011.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
Bankgloucester
Essex
10.2021 - Current
- Manage all avenues of running a branch in absence of the branch manager
- Implementing policy and procedures
- Ensuring bank security and compliance
- Training all staff in every facet of job requirements including, utilizing strengths and weaknesses in order to build a strong team that runs efficiently
- Supervising kiting, overdraft, and branch growth reports
- Establishing and growing relationships with local businesses
- Participating in local charity events
- Preparing the branch for audits and compliance
- Licensed NMLS since 2011
Assistant Branch Manager
Reading Cooperative Bank
Andover
11.2012 - 05.2020
- Responsible for security, compliance, and operational procedures for the Branch
- Resolving customer and operational issues with staff
- Ensuring adherence with regulatory compliance requirements with respect to this position and its area of management
- Providing service to all customers by resolving problems and answering inquiries for all types of bank related issues
- Demonstrating initiative in identifying problems/solutions and enhancing quality service
- Directing and training teller and customer service personnel
- Responsible for creating staff schedules to ensure a smooth and efficiently running customer focused office environment, especially on a limited staff
- Responsible for creating quarterly and yearly reviews and assessing long term and short term goals for each individual based on their position
Banking Specialist II
Reading Cooperative Bank
Andover
03.2012 - 11.2012
- Supported the operational integrity of the branch
- Opened and closed the branch, prepared routine functions for the start and end of day activities
- Assisted the Branch Manager and Assistant Branch Manager in the training and development of other branch staff
- Identified and resolved customer related issues
Senior Financial Service Associate
Peoples United Bank
Andover
04.2007 - 03.2012
- Opened and serviced all consumer and business accounts
- Managed staff as well as opening and closing procedures to ensure safety, efficiency and compliance
- Trained new employees on customer service standards, policies, procedures and computer systems
- Participated in sales campaigns and consistently met referral goals
- Used telemarketing, cold-calling, and cross-selling techniques to refer new and appropriate products to prospective customers
- Followed strict compliance guidelines to ensure proper customer identification and privacy procedures were followed
- Processed all deposit/withdrawal transactions
- Balanced drawer with no errors
- Provided assistance for co-workers during transactions
Teller Supervisor
Sovereign Bank
Methuen
09.2005 - 04.2007
- Processed all deposit/withdrawal transactions
- Balanced and audited travelers checks, money orders and bank checks
- Provided overrides for tellers during difficult transactions and limitation restrictions for staff
- ATM Custodian – responsible for balancing the ATM and adding cash as needed
Deposit Services Representative
Boston Federal Savings Bank
Burlington
07.2002 - 02.2005
- Answered large volume of phone calls from customers regarding information on their accounts in a designated call center
- Resolved a large array of branch support questions and customer research issues
- Group A- Made decisions regarding the return of derogatory items
- Closed consumer accounts and reported delinquent activity to the National Check Protection System and Chexsystems
- Group B- Conducted audits on all department and branch applications and file maintenance forms
- Balanced all departments General Ledge accounts
- Verified all information sent to the Internal Revenue Service
- Group C- Updated all customer information
- Set up and serviced IRA accounts
- Worked with the Internal Revenue Service on tax levies placed on customer accounts
Education
High School Diploma -
Abeka Academy
Pensacola, FL06-2001
Skills
- Branch operations
- Regulatory compliance
- Customer service
- Team building
- Employee training
- Security management
- Relationship development
- Customer retention
- Problem resolution
Certification
- NMLS
- Notary Public
- Customer Experience Optimization Curriculum with Hamilton Cornell
Timeline
Assistant Branch Manager
Bankgloucester
10.2021 - Current
Assistant Branch Manager
Reading Cooperative Bank
11.2012 - 05.2020
Banking Specialist II
Reading Cooperative Bank
03.2012 - 11.2012
Senior Financial Service Associate
Peoples United Bank
04.2007 - 03.2012
Teller Supervisor
Sovereign Bank
09.2005 - 04.2007
Deposit Services Representative
Boston Federal Savings Bank
07.2002 - 02.2005
High School Diploma -
Abeka Academy
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