Summary
Overview
Work History
Education
Skills
Timeline
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Leah McFarlane

Enterprise,NT

Summary

Outgoing, friendly and motivated Administrative Assistant/Receptionist offering valuable contributions in all facets of administrative activities derived from a diverse 30+ year background in various office settings including maintaining filing system, screening and answering numerous phone calls and walk-ins. Dedicated to offering exceptional assistance to team members and clients with focus on quality.

Overview

37
37
years of professional experience

Work History

Bank Branch Manager

Royal Bank of Canada
10.2018 - 07.2022
  • Assessed employee performance and developed improvement plans.
  • Identified and capitalized on community business opportunities with effective networking.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Maintained scheduling for main branch to keep shifts appropriately staffed.
  • Reviewed and edited loan agreements to promote efficiency and accuracy.
  • Maintained friendly and professional customer interactions.
  • Engaged employees in business processes with positive motivational techniques.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
  • Gathered and reviewed customer feedback to improve operations.
  • Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Protected company assets with strategic risk management approaches.

Retail Banking Advisor

Royal Bank of Canada
08.2008 - 10.2018
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Developed and maintained courteous and respectful working relationships.
  • Improved operations and resolved problems through consistent hard work and dedication.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Mortgage Specialist

Royal Bank of Canada
05.1998 - 08.2008
  • Explained different types of loans pertaining to client situations.
  • Remained updated with latest information related to mortgage products and services being offered.
  • Evaluated pay stubs, credit history, tax information and bank statements for financial status.
  • Explained legal aspects of loan to borrower, as well as payment terms and clauses.
  • Developed new business and increased sales thru targeted relationships within community, realtors and law firms.

Various RBC Positions and Duties

Royal Bank of Canada
03.1986 - 05.1999
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Office Administration - Office Administration And Bookkeeping

Northernwestern College of Business
Portland Oregon

High School Diploma -

Othello High School
Othello, Washington

Skills

  • Corporate Social Responsibility including Federal & Regulatory Compliance
  • Customer Interaction & Conflict Resolution
  • Multitasking Abilities with Attention to Detail
  • Risk Mitigation Strategies
  • Investment Guidance
  • Document Flow Coordination
  • Excellent Work Ethic
  • Information Management
  • Typing, 10-Key Entry, Microsoft training as well as completed Sage 50 Accounting Modules

Timeline

Bank Branch Manager

Royal Bank of Canada
10.2018 - 07.2022

Retail Banking Advisor

Royal Bank of Canada
08.2008 - 10.2018

Mortgage Specialist

Royal Bank of Canada
05.1998 - 08.2008

Various RBC Positions and Duties

Royal Bank of Canada
03.1986 - 05.1999

Office Administration - Office Administration And Bookkeeping

Northernwestern College of Business

High School Diploma -

Othello High School

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Leah McFarlane