BRIDGETTE CASTRO
Chandler,AZ
Summary
Experienced financial services and lending professional with 7+ years of experience in credit analysis, loan processing, loan origination, and underwriting across mortgage servicing, claims, and credit evaluation. Strong expertise in financial analysis, TILA compliance, and credit risk management, with a solid foundation in banking and accounting principles. Proven ability to manage complex borrower cases, minimize foreclosure losses, and maintain strict compliance with investor guidelines and regulatory requirements. Highly skilled in customer service within high-volume environments, with strengths in communication, problem-solving, negotiation, and organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Loss Mitigation Specialist II
Shellpoint Mortgage Servicing
Tempe, AZ
03.2024 - Current
- Manage a portfolio of delinquent mortgage accounts (45+ days past due), speaking with borrowers, real estate agents , title companies to negotiate foreclosure alternatives and resolve at-risk mortgages.
• Conduct detailed reviews of borrower financials including tax returns, paystubs, collateral valuations, and title searches to assess eligibility for loss mitigation programs.
• Evaluate, underwrite, and approve loan modifications, repayment plans, and liquidation options such as short sales or A deed-in-lieuwithin delegated authority, balancing borrower needs with investor requirements to minimize financial losses.
• Maintain thorough and up-to-date servicing files reflecting borrower situations, property conditions, and mitigation outcomes.
• Address escalated borrower issues and complaints with professionalism, providing articulate and complete responses.
• Partner with internal departments to certify all pre-foreclosure activities are completed prior to foreclosure sale, protecting investor lien position.
• Contribute to departmental performance metrics through proactive borrower engagement, compliance adherence, and support of process improvements. - Meeting metrics by average call handling time, after call work and adhering to schedule.
Loan Processor
OneMain Financial
Chandler, AZ
01.2022 - 03.2024
- Reviewed and processed secured/unsecured loan applications
- Reviewed information on credit bureaus
- Analyzed financial data and submitted conditioned loans to underwriting.
- Verified identity and escalated fraud concerns.
- Educated customers on loan terms and repayment options.
- Processed customer payments, handled inbound/ outbound collection calls, and managed delinquent accounts.
- Processed checks and maintained accurate payment records.
- Assisted customers with closing loans both in-person and online.
- Consistently met performance goals while managing high-volume workload.
- Regularly call and check on title statuses for secured loans.
Claim Associate
State Farm
Tempe, AZ
01.2021 - 01.2022
- Managed high-volume inbound/outbound claims in a fast-paced call center environment.assisting customers, vendors, and other authorized parties with claims inquiries.
• Investigated claims thoroughly, verified policy coverage, and ensured complete documentation of claim files.
• Conducted complex coverage analysis, identifying applicable benefits and initiating sub-claims when necessary.
• Coordinated with third-party vendors including towing services, repair shops, and rental car companies, ensuring timely service.
• Evaluated the financial value of losses and approved payments, ensuring accuracy and compliance with company standards.
• Referred cases outside of scope to senior specialists, collaborating across departments for efficient resolution.
• Maintained organized claim records, ensuring claims were processed in line with service expectations.
Credit Analyst
Stellantis Financial Services
03.2020 - 01.2021
- Assessed creditworthiness of applicants by reviewing credit reports, financial data, and repayment history.
• Recommended approvals, declines, or modifications to credit applications in accordance with company policies, profitability models, and FCRA compliance.
• Reviewed credit bureau reports in multiple formats to ensure comprehensive and accurate evaluations.
• Conducted verifications using Dealertrack and other systems to validate applicant information.
• Applied established credit policies consistently while maintaining regulatory compliance and mitigating risk.
Funding Analyst
Santander
Mesa, AZ
01.2018 - 03.2020
- Reviewed incoming loan applications for accuracy, verifying borrower information, income, employments and credit history.
- • Created borrower financial profiles and assessed eligibility for loan in alignment with underwriting standards.
• Explained loan terms, including interest rates, fees, and repayment schedules, ensuring Borrowers understanding.
• Maintained accurate loan records and generated detailed reports analyzing loan performance and approval trends.
• Collaborated across teams to streamline funding processes, ensuring loans were processed and disbursed efficiently.
• Responded to dealer inquiries, resolved complaints, and maintained strong relationships. - Work with dealers and DRM on conditioning loans.
Customer Service Advocate
GM Financial
Chandler, AZ
11.2015 - 01.2018
- Delivered customer service by resolving inquiries related to loan accounts via phone with focus on first-contact resolution.
• Verified and updated borrower demographics and loan details in company systems to maintain accurate records.
• Investigated payment discrepancies, verified cleared funds, and provided explanations to customers regarding transactions.
• Assisted customers with navigating online systems, resetting passwords, and using self-service tools for payments.
• Ensured adherence to company policies, state, and federal regulations while handling account updates.
• Documented interactions, complaint resolutions, and loan updates to ensure compliance and accountability.
Supervisor
Walmart
Chandler, AZ
09.2013 - 11.2015
- Supervised team operations for freight, stocking, and inventory management.
- Delivered customer service and resolved in-store issues.
- Planned staffing and supported high-volume operational needs.
- Maintained inventory accuracy and backroom standards.
Education
High School Diploma - undefined
Perry High School
Skills
- Loan Processing & Underwriting
- Financial Analysis & Reporting
- Regulatory Compliance (TILA, FCRA)
- Call Center Operations & Collections
- MS Office (Excel, Word, Outlook)
- Credit Analysis & Risk Assessment
- Loss Mitigation & Foreclosure
- Customer Service & Negotiation
- Data Analysis & Documentation
- Banking & Accounting Principles
Certification
- EPA Universal
- EPA Refrigeration
- HVAC (2022)
Timeline
Loss Mitigation Specialist II
Shellpoint Mortgage Servicing
03.2024 - Current
Loan Processor
OneMain Financial
01.2022 - 03.2024
Claim Associate
State Farm
01.2021 - 01.2022
Credit Analyst
Stellantis Financial Services
03.2020 - 01.2021
Funding Analyst
Santander
01.2018 - 03.2020
Customer Service Advocate
GM Financial
11.2015 - 01.2018
Supervisor
Walmart
09.2013 - 11.2015
High School Diploma - undefined
Perry High School