Lora Castro Email & Phone Number

Work to provide on-going and consistent support and education to Small Business Sales leadership teams and their associates focused on mitigating regulatory and process risk.

Southern New England

Oversaw a team of 26 Small Business Consultants as they worked to provide holistic solutions, inclusive of lending and deposit solutions, to small business clients while maintaining operational excellence.

Cambridge, Massachusetts, United States

Assisted business owners with loans, financial assistance, and any other financial needs. Forged and strengthened relationships with customers, uncovered goals, and recommended solutions to assist in reaching objectives.. Provided guidance to hundreds of small businesses seeking financial relief through PPP and EIDL loans during the Covid-19 pandemic.. Prioritized small business clients’ financial goals, evaluated working capital, and drafted strategies that aligned with the bank’s financial products/services.. Maintained status as Top Performer, achieving 4/4 stars and 5/5 stars related to personal goals. Consistently outperformed peers in the group.. Demonstrated excellence in leadership, courage, resiliency, and determination, earning the 2020 Valiant Award. One of eight total Small Business Bankers to receive the award in the New England Region.

Greater Boston Area

Strategically led all aspects of banking center operations, which included problem-solving, customer service excellence, revenue generation, product introduction and marketing, and market expansion activities.. Assisted other team members in resolution of problems and other emerging issues. Boosted customer satisfaction by delivering and recommending robust solutions.. Engaged team members in operational excellence initiatives surrounding risk management, regulatory compliance, and policy/procedure updates. Scored 100% on multiple FCCA audits.. Dove deep into market level reporting, analyzing new business development opportunities and potential for expansion. Improved revenue performance significantly.. Trained, coached, mentored, and enhanced the knowledge and skills of team members. Customized training and development plans based on individual assessments.

Lexington, Ma

Directly oversaw all aspects of banking center operations alongside the Financial Center Manager. Assisted customers, solved complex problems, and developed teams through training, coaching, and mentorship.. Modeled behaviors and engaged team members in situational training exercises. Improved financial product knowledge and customer service skills.. Provided and maintained outstanding customer service across the board by quickly answering questions and solving problems. Achieved and maintained a BCCR score of 97.5.. Uncovered needs by strengthening relationships and transparency in communication with customers. Captured new business development opportunities after recommending best-fit products and services.. Leveraged language skills in English, Spanish, and Portuguese to efficiently and effectively communicate with customers and internal team members.

Concord, Massachusetts, United States

Championed relationship development with customers, managed effective relationships with other departments/internal team members, and delivered exceptional customer service.. Recommended best-fit products after gathering requirements and needs from new and existing customers. Consistently maintained status as a Top Performer.. Collaborated with Mortgage Loan Officers, Financial Advisors, Small Business Specialists, and the Dealer Financial Specialists. Matched customers with product specialists throughout the bank.. Deployed a structured approach to problem-solving, which included the utilization of technology, tools, and other resources across the banking environment.. Leveraged G.U.E.S.T. standards and Commit during troubleshooting and customer engagement activities. Decreased the average time to provide resolutions to emerging issues.. Trained, coached, and mentored newly hired employees. Demonstrated the proper execution of banking policies, procedures, and best practices.. Owned and executed wire transfers, customer authentications, and marketing certification reviews. Improved operational efficiency and excellence.

Master Of Communications And Information Management

Bachelor Of Arts - Ba, English Literature And Spanish