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.

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.

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.

• 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.

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.

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.

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.

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.

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.

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.

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