Rose Herron Email & Phone Number

Greater Boston

Loan Servicing

Track, document, manage and resolve past due accounts through the collection process. Comply with Fair Debt Collection Act.Ensure compliance with regulatory mandates (foreclosure law). Prepare, track and enforce demand notices in compliance with required regulations. Document, communicate and implement required procedures. Prepare monthly board reports. Work with customers requesting financial modifications. Audit all new loan set ups to ensure loans are set up correctly. Audit all loan account maintenance to ensure that required back up exists for changes. Review all ARM notices to ensure changes are correct prior to sending customer notices.

Watertown, Ma

Ensure compliance with Reg CC, Reg E and Reg J., ACH processing, wire transfer processing and OFAC compliance, CIP review for new accounts, debit card processing, dispute processing for Reg E claims, 1099 exception processing, and return check processing. Manage daily operations and ensure compliance to regulatory requirements. Prepare performance evaluations, train, coach and manage staff. Support retail branch network. Perform general ledger reconcilements.

Watertown, Ma

Ensure compliance with daily, weekly and monthly processing deadlines. Implement and enforce all operating procedures. Participate in team meetings with internal and external business partners for new systems/products/enhancements. Provide Operational support for various business partners. Write standard operating procedures for the department. Manage staff and prepare performance appraisals.

Woburn, Ma

Manage Digital Subscriber Line installations for Fortune 1000 companies and Small Business Digital Subscriber Line (DSL) customers, by managing phone company and meeting established deadlines. Provide ongoing customer support for pre and post install of services. Ensure proper standard operating procedures exist for DSL processing, troubleshooting and servicing issues. Responsible for ensuring availability of DSL. Project management for new systems/products/services. Work as team member with Offer Management, Sales, Account Management, and Customer Service. Manage DSL account managers that provide customer support. Present performance metrics to Senior Management Team and present at company wide staff meetings.

Waltham, Ma

Responsible for all debit and ATM card production and inventory control for 2.5 million cards with multiple card vendors. Managed the BayBank/BankBoston merger and reissued newly branded cards to entire customer base. Serve as liaison with the switch networks (NYCE, Cirrus, Deluxe and MasterCard to communicate and enforce changes for the merger to ensure uninterrupted ATM service to cardholders. Responsible for all front end processing and host processing systems conversions for control files working with project team members from IT, Systems Development, Marketing, Operations and Data Center. Managed 3 million dollar operating budget and reduced postage costs by 500 thousand dollars annually. Ensure proper procedures and audit controls are enforced to maintain system integrity.

Waltham

Negotiate equipment and card stock purchases with multiple vendors. Ensure compliance with With Operating Rules, Member of MasterCard Operations Committee. Ensure proper controls, audit requirements, procedures and reporting exist for EFT. Manage all control file changes for Front End Processing, Host and Switch Networks that X-Press 24 Network and 130 Franchise Banks. Manage ATM Encryption key installations. Member of Risk Assessment team representing Operations, working with Systems Development, Information Technology and Audit Department for all updates to EFT systems. Responsible for testing in test and production environments to ensure successful installs and conversions.

Waltham

Call Center Management for the ATM Hotline Department. Call Center was staffed 365 days a year, 24 hours a day. Ensure performance standards are met, staff is trained and provided excellent customer service. Manage EFT Support Department as well which enforced Reg E compliance for for switch networks. Manage control files in support of new ATM machine installations and maintained files for existing ATMs.Document procedures for Call Center and EFT Support Department in order to ensure Standard Operating Procedures exist.

Waltham

Analyze, implement and train staff on various software upgrades and new systems. Install new Zip Plus mail sorter in Statement Rendering Department and install qualification for return checks. Manage various projects and meet established deadlines.

Waltham

Recruited by Executive Vice President of Operations to pioneer as the first Operations Management Trainee. Worked various shifts in various departments in order to learn all operations bank wide. Once completed advanced to Assistant Supervisor in Return Check Processing Department. Hired and trained staff, created balancing controls and wrote procedures for the department.

Bs/Ba, Business, Management, Marketing, And Related Support Services

Mass Bankers Financial Studies, Banking And Financial Support Services, 3.9

Activities and Societies: Two year program at Babson College in Wellesley.