Randy Casto Email & Phone Number

Canton, Ohio, United States

New Hire Onboarding:Responsible for onboarding new Risk Operations Affirmers including Fraud Operations, Fraud Investigations, and Fraud Compliance, and Fraud Disputes sub functions.Provide ongoing analysis and feedback of Risk Operations training program and make recommendations and drive positive change that champions business learning objectives and learner experience.Analyze and report participant/learner progress and performance to Risk Operations Leadership with actions taken to address any struggles that develop during onboarding. Design and integrate learning program assessments and program evaluations to identify areas of opportunity within the Risk Operations training program. Design, develop, and deliver eLearning Modules utilizing Rise and Storyline. Outsourcing Initiatives:2022 - Lead the design development and delivery of the Fraud Operations process outsourcing to third party vendor in Manilla, the Philippines over 15 day stay in Metro Manilla to effectively reduce operational expenses and drive business continuity. Additionally I was the first Affirm employee on the ground in Asia allowing us to not just outsource but to build a strong relationship with our newly established business partner, Bill Gosling Outsourcing. 2023 - Lead the design, development and delivery of the Fraud Operations process outsourcing in Mumbai, India. Traveled to Mumbai for 23 days to launch Affirm Fraud Operations with FirstSource to drive down operational expenses, build redundancy, and drive business continuity. During this stay I was responsible to train and prepare vendor leaders, trainers, quality assurance, and new fraud investigators. Responsible for the continued development and ongoing support of Vendor trainers including observations and feedback for development and ensuring they deliver with accuracy and with Affirm values at the forefront of their training.

Manage team of fifteen direct reports responsible for the daily process operations of thirty one unique core and sub collections, recovery, and credit forbearance processes for consumer and business revolving and installment loan credit accounts. Responsible for management of: Settlement account maintenance (installment and credit accounts)Installment loan manual charge offs for settlements, aged losses, and repossession. Recovery account reinstatements for consumer and business revolving credit accounts. Maturity date extension agreement processing for installment loans. Mail room operations and indexing of written customer correspondences. Recovery account media request fulfillment Recovery debt validation request fulfillment Tax form 1099C and W9 inquires fulfillmentKey Skills and Other Duties: Process management including queue and SLA management Team managementAssociate performance and talent development Leadership Process improvement and simplification Project management Between site process transition projects Process documentation creation and maintenance Regulatory compliance knowledge Process/Regulatory risk mitigation Process defect analysis and coaching.98% of direct reports achieved performance goals consistently. Procedural and regulatory compliance process defect reductions.Successfully lead multiple process transition projects to and from my home site. Lead training development project for five different recovery account processes that transitioned to my site. Acted as process subject matter expert and provided recommendations on what learning models would be effective for the specific process and the individuals who would be learning the processes. Participated in multiple process risk control testing reviews and improved my processes based on their process control testing findings to prevent regulatory compliance risk.

Canton, Ohio Area

Assist in the roll out of key training initiatives for Fraud Solutions, providing world class training by executing on the following:Deliver new hire, up skill, refresher, soft skill, technical, or Fraud Solutions classroom training modules.Create/Develop or assist in creating training documents and training tools for Fraud Solutions training.Coordinate internal training resources including the Leadership team, HR, SME's and Fraud Solutions Peer/Mentors as needed for training sessionsCoordinate training logistics by partnering with Fraud Solutions admin to ensure rooms are secured, equipment/materials are ordered etc.Ensure materials are distributed, delivered on time and are updated and branded appropriately. Partner with training manager to develop and execute a document control process for training materials. Provide on the job coaching to class participants and report performance gaps to Front Line Managers/Training Manager. Provide ongoing coaching to new hires as needed past the classroom experience.Special projects as identified.Provide feedback to Training Manager on opportunity areas.Ensure accuracy of all training documents and alignment to training.resources such as Genius and Fraud Art.Special projects as assigned by the Training Manager.

Support Fraud Representatives in multi-client environment by handling escalated calls.•Ensure timely and quality resolution of escalated customer/client inquiries.•Track all incoming calls and reason for the calls.•Provide floor/telephone coverage for all departmental needs.•Review and be responsible for decisions that are outside system recommendation.Perform other duties and/or special projects as assigned.Also trained to handle deposit accounts unlocking and restoring online access for deposit customers afterfurther identity authentication.

Trained to handle all three sub functions of Universal Fraud including, valid and true name fraud creditapplications, lost stolen and compromised credit card accounts, in addition to resolving fraud detection callhandling, (removing/placing necessary fraud restrictions to accounts). Trained to handle multiple types ofcustomer verification and authentication processes to verify and authenticate customer’s identity consistingof One Time Passcode (OTP) and Verid (Multiple Choice questions relative to the customer)

Essential Responsibilities: Handle call volume for multiple PLCC clients regarding account related issuesinvolving basic account maintenance, late fee waivers, disputes, promotional fee waivers, paymentallocations, e-service troubleshooting and problem solving as well as credit line increase requests. Inaddition to being trained for multiple PLCC clients I am also trained to handle all customer service relatedinquiries for all PSCC clients and customers.Trained clients: Wal*Mart, Lowe's, Lord and Taylor, Dillard's (Store and Amex), Toy's R Us, PaymentSolutions, and Care Credit.

JCP Collections, was on a team specified for 2, 3, and 4 due accounts that were past due. Workedeffectively with the customers to better manage their accounts to bring them up to date in the fastest way possible. Also, was able to provide multiple other resources to the customer to better assist with thefinancial situation they were currently in. While in collections had the opportunity to do floor walking. Anyassociate that was on a call for a 4+ due account that ended or resulted in a no promise. I would take overthe phone call to act as a second voice to the customer providing other ways to help bring accounts up todate.

New Philadelphia, Ohio

Managed a team of approx 20 sales associates for Bank of America Home Loans refinancing campaigns,making homes affordable campaigns, as well as multiple other campaigns to help customers save moneyon monthly mortgage expenses. Other Responsibilities include call monitoring associates, coaching andidentifying areas of opportunity to help associates reach client and company specified goals. Trained toidentify and understand numerical anomolies to ensure coaching techniques were working in favor of theteam.

Essential Responsibilities of this role included doing New Hire Orientation which included companypolicies, handbook training, benefits, new hire paper work such as I9's, W2's, WOTC, 8850's, etc. Inaddition it was my responsibility to do overall sales skills training, so associates could gain anunderstanding of key performance indicators including sales per hour goals, contact per hour goals,transfer per hour goals. Was effectively able to train newly hired sales associates sales techniques as wellas overall product knowledge of product being offered to customers whether current or prospectivecustomers. Tracked all statistics to identify numerical anomalies while previous new hire associates werein on the job training. This helped identify better training opportunities to ensure training methods wereworking. In addition I was able to effectively provide multiple training techniques to ensure all newly hiredsales associates were able to grasp and have full understanding of the job responsibilities prior to beingreleased into On the Job Training. Some basic training techniques used would be oral presentations,group discussions, multiple role play senerios, call monitoring, and side by sides with seasoned salesrepresentatives.

Essential Responsibilities of this role included monitoring sales calls made by sales representatives. As aquality assurance analyst I was also responsible for identifying possible areas of coaching opportunity tothe sales associates. This would ensure they had multiple ways of improving overall sales goals and meeting and exceeding company and client quality guidelines. This would include doing multiple follow upmonitoring sessions with associates and providing feedback for development utilizing techniques such asside by sides, visual aids, as well as multiple role play scenarios to ensure the sales associates were ableto grasp the sale techniques provided in the coaching session. In addition to providing associates withfeedback, we also we trained to facilitate monitoring and round table sessions with the direct client,account managers, and upper management within the organization to ensure consistency among othersites within the company.

Master Of Education - Med, Learning Design And Technology, 3.98

Successfully completed MAED in Learning Design and Technologies May, 2021 Specific track studies included introductions to learning.

Bachelor’S, Business/Corporate Communications, 3.85 Gpa: Magna Cum Laude

Bachelor Of Arts - Ba, Organizational Leadership, 3.85 Gpa: Magna Cum Laude