Karina Castillo Email & Phone Number

Jacksonville, Florida, United States

Jacksonville, Florida, United States

• Effectively review credit requests for completeness, accuracy and feasibility while maintaining delinquency/charge off levels.• Analyze, underwrite, and evaluate Indirect Luxury loan applicants for creditworthiness.• Work to maximize loan decisioning and capture experience for our Indirect Dealer partners as well as our credit union members.• Utilize available system tools to make impartial/valid loan decisions that are within authority, policy, and compliance guidelines. • Successfully reviewed financial statements and tax files to ensure accurate calculations of income ratios.• Effectively identify outliers, red flags, and compensating factors to make loan decisions within the approval limits.• Strict compliance to ECOA, Fair Credit Lending Regulations, Credit Union policy, law regulations, and bank BSA/AML.• Collaborate with Funding and Underwriting teams, internal departments, and 3rd-party software vendor with support.• Proactively assist dealers with funding related issues resulting in high level dealer satisfaction.• Identify and recommend process improvements, efficiencies, to ensure quality service and timely loan decisions. • Utilize creativity and out of box thinking to restructure applications for approval while mitigating the associated credit risk.• Demonstrate courteous, tactful professional, personable, and friendly communication with best-in-class member/dealer service.• Successfully work independently as a team member in a high demand, deadline-driven, multi-task environment.

Jacksonville, Florida Area

• Supervised, guided, and provided coaching to a team of Collectors to successfully exceed goals and facilitated their progression.• Coached, mentored, and developed peers/employees while in line with the Core Value of Doing Good and Leading by Example. • Maintained a productive and competitive team while also maintaining accuracy, quality, and professional interactions.• Trendsetter in exceeding goals by leading the first team to reach 100% metrics.• Proven ability to guide underperforming teams to the top performing team in the department. • Complied with Policy and Procedure, FCCPA, FDCPA, CFPB and all applicable Federal and State regulations.• Scheduled monthly one on ones to administer scorecards and identified potential opportunities/strategies with management.• Promoted team engagement, growth, and development through scheduled team meetings and one on ones.• Ensured proper service of accounts and alignment with department policy/procedure through the Call Management System.• Established trust with direct reports through autonomy and empowerment to make decisions with members best interests. • Participated in extracurricular/volunteer activities in efforts to network and promote Financial Wellness.• Updated policy and procedure monthly to ensure we have a compliant and up to date training manual.

Jacksonville, Florida, United States

• Oversaw operations of the Collections Department and created initiatives to support business goals/objectives.• Effectively communicated critical changes to policy and procedure and implemented changes in a timely manner.• Oversaw the execution of team members successfully achieving productivity and performance standards. • Performed weekly Delinquency/Gross Charge Off projections and submitted to corporate Matrix Manager.• Completed monthly department reporting for corporate.• Ensured monthly department audits were completed timely and accurately.• Developed, implemented, and ensured execution of department strategies.• Prepared account overview/ summary on accounts in which suit was filed for attorneys to review.

Jacksonville, Florida, United States

• Oversaw production/operations and performance of the Collections Department.• Ensured adherence to policy and procedure with daily reports review and call monitors.• Maintained positive customer relations and handled escalated calls from team members.• Resolved problems with delinquent customers increasing overall customer satisfaction and loyalty.• Trained, coached, and provided feedback to team members cementing consistency and coaching on most efficient workflow.• Reviewed and approved/denied exception loan modification requests.• Effectively communicated corporate, department objectives, performed monthly performance reviews, and department audits.• Motivated team members to achieve productivity and performance standards.• Assessed team member development needs and assisted team members with development plans.• Supported the department with Spanish calls for Collections, Indirect Underwriting, Indirect Funding, and Business Services.

Jacksonville, Florida, United States

• Controlled and managed department losses while also leading the team through coaching, training, and best practices. • Managed as acting Supervisor when needed and assisted with Supervisor duties.• Led a group of front end/back end Collectors to efficiently collect accounts in efforts to exceed delinquency/charge-off goals. • Skip traced on accounts in which customers were concealing the collateral to facilitate repossession.• Mitigated losses by negotiating fees with repo agents/tow companies and refunds of ancillary products. • Ensured compliance with Policy and Procedure, FDCPA, CFPB and all applicable state regulations. • Placed calls to customers to collect past due payments, deficiency balances, and provided resolution/repayment options.• Developed team members through coaching/side by sides, implemented, and executed strategies to exceed monthly targets.

Jacksonville, Florida, United States

• Negotiated payments on high-risk accounts while leading and coaching front end Collectors to follow procedure thus reducing delinquency and charge-off balances. • Led, coached, and developed Collectors to increase efficiency and effectiveness in their range.• Skip traced on high-risk accounts resulting in right party contact.• Educated customers with regards to status on their accounts.• Assisted Recovery Specialists and Collectors with Spanish speaking customers.• Supported Recovery Specialists with controlling and managing losses.

Jacksonville, Florida Area

•Answered inbound phone calls from customers throughout the state of Florida in regards to portable sanitation solutions.•Guided customers through portable sanitation options and advised them through order process to include payment. •Solved customer challenges with any service, equipment, or billing issues. •Provided customers with bi-lingual service for our multi-cultural clientele.•Multiple competition winner on promotional product sales.

Jacksonville, Florida Area

•Answered inquiries and explained available benefits for MasterCard cardholders.•Bilingual Rep; took Spanish and English inbound calls coming from all over the world.•Provided floor support to fellow agents and answered supervisor calls.•Trained existing agents on upcoming cards and benefits.•Specialized on the high priority card members including Dinners Club, Black cards, and World cards.

Jacksonville, Florida Area

•Assisted the employer by entering estimates into Quick Books.•Assisted with filing.•Dispatched technicians to homes.

Ba Business Administration, Business

As In Business Administration, Business