Summary
Overview
Work history
Education
Skills
Additional information
Affiliations
Timeline
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Steven Harkness

Hawick

Summary

Highly experienced Personal Banker with Santander. Displays a real focus on building strong customer relationships and delivering exceptional customer service. Skilled in assessing customers needs and matching products that meet customers financial goals through a non-advised service. Possesses strong communication and problem solving skills that are coupled with a real desire to see things through to the end. Hard working, committed and loyal. Now looking to secure a future position where the experience and skills that have been built can be utilised to their full potential and allow for further personal and professional development.

Overview

19
19
years of professional experience
10
10
years of post-secondary education

Work history

Personal banking advisor

Santander UK
Hawick
03.2015 - Current
  • Conducted non advised financial reviews of customers holdings to allow them to make an informed choice
  • Presented financial products offered by the company that closely met the customers financial needs
  • Promoted a professional and friendly bank environment, earning customers trust.
  • Resolved customer queries promptly and professionally, improving overall service quality.
  • Ensured compliance with all regulatory requirements in daily operations.
  • Educated customers about various banking services.
  • Provided exceptional customer service as evidenced by 10/10 ratings through banks net promoter score
  • Taking proactive approach to risk and control.
  • Taking personal responsibility for ongoing training and development

Customer service manager

Royal Bank of Scotland
Hawick
08.2008 - 03.2015
  • Effective running of a front of house banking services at an extremely busy local branch
  • Effective running of a business cash counter with a high demand for its services
  • Responsible for rota management and implementation
  • Proactive approach to risk and conducting weekly audits with staff on regulatory knowledge and processes
  • Delivered exceptional service to customers by promptly dealing with queries
  • Deputised for Branch Manager in their absence



Product improvement supervisor

Asda
Galashiels
10.2006 - 08.2008
  • Led a team of eight employees responsible for effective stock management in a local supermarket
  • Managed daily operations to increase product availability for customers
  • Managed all shop signage adhering to all internal procedures
  • Responsible for rota management and implementation
  • A member of the internal management training programme

Education

Master of Arts - Management Studies and Politics

University of Aberdeen
Aberdeen
09.2002 - 06.2006

Certificate of Higher Education -

Hawick High School
Hawick, The Scottish Borders
08.1996 - 06.2002

Skills

  • Excel in building relationships with customers and staff
  • Exceptional customer service skills with proven ability to interact effectively and with empathy
  • Excellent communication skills both face to face and over the telephone
  • Ability to identify and manage risk effectively
  • Ability to work independently and also as a valuable member of any team
  • Highly organised
  • Detail orientated

Additional information

Full UK Driving Licence, Emergency first aid at work certificate held

Affiliations

  • I am a season ticket holder for the Scottish national football team and enjoy attending matches at Hampden with my fellow supporters. I am also a keen cyclist and generally like to keep fit by attending a local gym. Most of all i love spending time with my three children. We especially love an adventure like walking, cycling, swimming and taking regular weekend trips to try new experiences.

Timeline

Personal banking advisor

Santander UK
03.2015 - Current

Customer service manager

Royal Bank of Scotland
08.2008 - 03.2015

Product improvement supervisor

Asda
10.2006 - 08.2008

Master of Arts - Management Studies and Politics

University of Aberdeen
09.2002 - 06.2006

Certificate of Higher Education -

Hawick High School
08.1996 - 06.2002

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Steven Harkness