Angela C. Rowell
Barre,MA
Summary
Experienced business professional with 20+ years of retail banking and business development. Strong background in sales, management, coaching/mentoring, compliance and people management. Self-motivator who works well independently and in group settings. Able to manage multiple projects and prioritize efficiently, while maintaining a high level of work ethic. Keen attention to details and quality assurance. Exceptional customer service skills. Ability to train, motivate and mentor staff one-on-one or in a group setting. Immediately responsive to any customer service need or request.
Overview
23
23
years of professional experience
Work History
Sr. Production Partner
Bank Of England Mortgage
02.2021 - Current
- Build relationships with individuals sourced from networking and using COIs, in addition to providing education on mortgage and financing options.
- Analyze mortgage applications and determine programs that best meet needs of consumers by actively listening to their needs.
- Communicate and educate consumers on qualified programs including benefits and risks.
- Provide all applicable initial documents and disclosures to the loan processor within compliance guidelines.
- Organize and prepare workstations and materials needed for operations to maximize productivity.
- Met production targets and tight deadlines by collaborating closely with team members.
- Maintain referral pipeline by reaching out regularly to real estate agents, referral partners, and past clients.
- Work alongside Loan Officer to create application profile in system and review key information at various stages within the process.
- Coordinate with realtors and title companies to identify discrepancies and update different teams on processing progress.
- Established deeper relationships with the consumers to increase sales volume and closed/funded loans.
- Other duties as assigned.
Business Development Market Manager
Cornerstone Bank
01.2012 - 02.2021
- Conducted market research and meet with COIs to discover new leads and sales opportunities.
- Collaborated with sales, marketing and other internal teams to meet shared quarterly goals.
- Achieved 8 consecutive quarters of branch growth.
- Created and executed outbound marketing campaigns, calls and emails to deliver qualified leads for team.
- Maintained friendly and professional customer interactions.
- Attended networking and community events to become familiar within local communities we served.
- Created strategies to develop and expand existing customer relationships, resulting in increase in annual sales.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Boosted and achieved sales goals and customer loyalty through incentive programs and cultivating all relationships.
- Developed deep understanding of customer needs, priorities and pain points to deliver customized service.
- Identified customers and prospects for new and/or additional business opportunities.
- Recommended bank products by using specific examples of product benefits, and recognized opportunities for referrals within the bank by cross-selling.
- Provided internal and external sales support to various branches.
- Maintained communication between branch and senior management by preparing daily, weekly, and month-end operations and productivity reporting.
- Anticipated staffing requirements and schedules.
- Supervised and creatively motivated branch staff in efforts to maintain optimal customer service.
- Assisted in evaluating staff’s work performance by helping to prepare and deliver annual reviews and performing mentoring sessions.
- Assisted in development of staff goals and objectives providing both formal and informal feedback consistently.
- Participated in interviewing, hiring and training of new tellers and members of the service team.
Assistant Branch Manager
Cornerstone Bank
12.2007 - 01.2012
- Supervised team of 6 branch employees and made recommendations regarding performance evaluations.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Developed sales strategy to meet established sales objectives.
- Collaborated with staff members to exceed sales goals.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Coached and developed branch staff by offering constructive feedback and peer to peer training opportunities.
- Maintained security controls and procedures; Including but not limited to Bank Secrecy Act and Anti Money Laundering, as well as Bank operation policies and procedures.
- Monitored daily balancing of branch General Ledger Accounts and all branch reports.
Training Coordinator & Deposit Supervisor
Ware Co-Operative Bank
10.2000 - 12.2007
- Created and maintained detailed training records and reports for management review
- Coordinated with department leaders to identify training needs and develop targeted solutions
- Produced training manuals, presentations and resources for enhanced learning
- Worked with central management to identify, plan, align, and address training needs
- Compiled training handbook and related course materials
- Scheduled and coordinated training sessions, including booking facilities and arranging catering
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Provided coaching and mentoring to employees
- Developed and implemented successful onboarding program
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts
- Maintained friendly and professional customer interactions
- Trained new hires on customer service policies and procedures
- Assisted customers with banking needs and inquiries
- Established rapport with new clients to increase satisfaction and loyalty
- Handled various accounting transactions
- Educated customers on online banking and mobile banking applications
Education
Bachelor of Science - Business Administration
Springfield Technical Community College
Springfield, MA05.2008
No Degree - MP And Medic
Army National Guards, 42nd MP
Chicopee, MA05.2005
High School Diploma -
Springfield High School of Science & Technology
Springfield2000
Skills
- Computer Skills: Proficient in Microsoft Word, Microsoft Excel, Microsoft Power Point, Internet, Email and Adobe Acrobat
- Additional courses, seminars, and workshops include: Motivating Employees, Quality Customer Service, Stress & Time Management, Diversity in the Workplace, Phone Etiquette, Organizational & Management Skills, Effective Customer Communication and Driving Business Growth
Additional Information
NMLS #719011, Renew: November 2023
Notary Republic, Renew: November 14, 2025
Chairwoman Economic Development Committee of Webster, MA Economic Development Committee of Webster, MA
Jun 2019 - Feb 2021
- The Webster Economic Development Economic Development Committee (EDC) works proactively to promote, encourage and facilitate the development of responsible and properly planned commercial and industrial growth within the community in order to expand and strengthen the local economy and diversify the community's tax base and to give the Town's residents more opportunities to live, work and thrive in an economically focused and financially stable
Chapter Member BNI Auburn, MA
Jun 2019 - Feb 2021
- BNI's vision statement is “Changing the way the world does business.” BNI's mission is “to help members increase their business through a structured, positive, and professional referral marketing program that enables them to develop long-term, meaningful relationships with quality business professionals.”
Board Member WDO Chamber Committee Economic Empowerment
Sep 2019 - Feb 2021
- The Chamber's mission is creating an environment in which businesses can prosper. The main function of a Chamber of Commerce is to promote interest in local business possibilities. Money, Planning, Inspiration, and Guidance, depends on the members working vigorously on the committees of their choice.
Executive Board Member, Treasurer Spencer Exchange Club Spencer Exchange Club
Jun 2017 - Sept 2020
Member of Spencer Exchange Club
June 2014 - Present
- The Exchange Club of Spencer is a dynamic, caring group of volunteers, men and women working together, who take an active role in helping make a positive difference in the community.
- In addition, Exchange members develop leadership, networking, and organizational skills that contribute to success in business, family and personal endeavors. The members help build a better community, and in doing so, brings out the best in themselves.
Executive Board Member, Asst. Treasurer United Way of Southbridge, Sturbridge and Charlton
Sep 2016 - Feb 2021
Board Member Webster Education Foundation
Jan 2011 - Jan 2013
Volunteer Festival of Giving Trees Board
Jan 2012 - Jan 2018
Timeline
Sr. Production Partner
Bank Of England Mortgage
02.2021 - Current
Business Development Market Manager
Cornerstone Bank
01.2012 - 02.2021
Assistant Branch Manager
Cornerstone Bank
12.2007 - 01.2012
Training Coordinator & Deposit Supervisor
Ware Co-Operative Bank
10.2000 - 12.2007
Bachelor of Science - Business Administration
Springfield Technical Community College
No Degree - MP And Medic
Army National Guards, 42nd MP
High School Diploma -
Springfield High School of Science & Technology