Crystal Castillo Email & Phone Number

Mesa, Az, Us

Director, Client Experience Operations for our Mortgage refinance processing. I lead 70+ team members across Detroit and Arizona sites. I've led specialty processing teams (Schwab/Partnership, Escalated), a dedicated team of Spanish Speaking team members and 3-6 direct team leaders.Responsible for the overall management of the team. Understanding of area specific guidelines, responsible for process improvements and preparing for future business needs. I lead, guide and evaluate the work of my direct report leaders. I work closely with our Divisional Vice President and other Senior Leaders to implement strategic plans for our team overall. Identified many solutions to processes and our business to move it forward. Responsible for leading our Spanish Channel across sites, collaborated directly with Spanish Banking teams, vendor teams, client service team, marketing team and additional communication teams to ensure alignment across business areas while also ensuring we are providing the same level of client service to our Spanish speaking clients including but not limited to translating client surveys and relevant documents from English to Spanish. Helped drive our overall goals to meet our OKRs.I also collaborate with a team of leaders/team members who’s mission is to drive the culture amongst our teams and sites (AZ, MI, NC), my role within this group: Vice President. Responsible for overseeing and maintaining social media account for Client Experience Operations teams, with a goal of showcasing our culture, increasing engagement and participation in office and virtually amongst our team members. Member of Team Member Resource Network (TMRN): Mi Gente

Led a hybrid team of 10 - 15 mortgage refinance processors, closing team members and purchase team members both specialty and mainstream team(s). Also led a team of dedicated Spanish Speaking team members. I was responsible for day-to-day functioning of my teams. I monitored production, provided coaching, developed and mentored my team members. Effectively communicated expectations and monitored key gauges for our business' area (overtime, efficiency, turn times and survey results). Ability to analyze layers of risk, compensating factors and overall quality of loans. Communicated and embodied the culture and mission of our company.In this role, I gained underwriter experience, homeowner's insurance experience, purchase title coordinator experience.

United States

Loan processor for many specialty roles including our Spanish Speaking Channel, Purchase and Refinance Team. Communicated with our mortgage clients about the necessary loan documents and information needed and worked to move the client's loan to final loan approval.Additional Responsibilities:- Effectively communicate with refinance clients using written and verbal communication methods - Clear understanding of conditions needed to obtain final loan approval and reviewed items needed with the client - Understanding of how different teams in the mortgage process impact the client experience and changed communication tactics based on the information discussed with client - Consistently exceeded minimum production goal numbers and quality metrics

Arizona

*Aquire and deepen relationships with customers by providing superior service*Consistently meet with agents and partners to develop business plan *Experience working with LMI borrowers, DAP, diverse segment*Experience working with branch partners to obtain referrals and develop successful partnership

Chandler Az/Scottsdale, Az

Role consisted of originating mortgages for both refinance and purchase clients. Experience in both call center and retail banking. Bilingual Communication.

Tempe, Arizona, United States

Mortgage Loan Officer