Catherine Noell Castro

• Provide direct leadership and supervision to teller teams delivering face-to-face banking services while ensuring a frictionless, high-quality member experience.
• Recruit, onboard, coach, and develop teller staff through continuous feedback, performance management, and professional development.
• Ensure strict compliance with banking regulations, policies, and procedures including BSA/AML, OFAC, Regulation CC, and internal risk controls.
• Oversee daily teller operations including vault management, cash drawers, general ledger balancing, and scheduled/random audits.
• Monitor cash levels, investigate cash variances, and maintain compliance with outage and exposure limits.
• Identify, monitor, and mitigate operational, financial, and fraud risks; escalate concerns appropriately to management and fraud teams.
• Approve exception and large-dollar transactions within authority limits while managing sensitive member situations.
• Resolve member complaints and escalations professionally, collaborating with internal teams to ensure timely resolution.
• Support operational audits, risk assessments, and Manager Self-Assessments (MSA) to drive continuous improvement.
• Coordinate staffing schedules and traffic flow to ensure optimal coverage and service levels.
• Partner with Agile Product Owners, Compliance, Information Security, and Procurement to support onboarding, system access, and operational readiness.
• Serve as acting leader in the manager’s absence, overseeing daily branch operations and facility security procedures.

• Served as an extension of the Loan Originator by managing new and existing leads throughout the mortgage lifecycle.
• Pre-qualified borrowers by reviewing financial information, loan programs, rates, and terms.
• Collected, reviewed, and organized borrower documentation to ensure complete and compliant loan files.
• Prepared pre-qualification, pre-approval, and commitment letters for clients and real estate partners.
• Entered loan applications and disclosures into the loan origination system and priced/locked loans.
• Maintained knowledge of investor guidelines and program changes to ensure accuracy and compliance.
• Coordinated with underwriting, processors, realtors, builders, and clients to support timely closings.
• Conducted weekly follow-ups and status updates with all transaction stakeholders

• Led branch operations focused on sales growth, customer experience, compliance, and community engagement.
• Recruited, trained, coached, and retained staff to meet profitability, performance, and service goals.
• Drove growth in consumer and business deposits and loans through proactive relationship management and outreach.
• Ensured operational excellence through adherence to banking regulations, security procedures, and internal controls.
• Managed branch financials including cash operations, audits, expense control, and ATM servicing.
• Built strong partnerships with in-store and community partners to increase visibility and customer loyalty.

• Supervised and coached exempt and non-exempt employees to drive operational excellence and sales performance.
• Managed labor and equipment allocation to meet service levels and budget requirements.
• Collaborated with HR, Loss Prevention, Finance, and Maintenance to support retail and e-commerce operations.
• Analyzed performance data to identify trends and implement productivity improvements.
• Promoted a people-focused culture aligned with Sephora’s core values.

• Delivered exceptional customer service while consistently achieving daily sales goals.
• Built and maintained a loyal client base through personalized consultations and follow-ups.
• Demonstrated product expertise by recommending multiple products tailored to customer needs.

Led teams to deliver outstanding customer service, sales growth, and operational excellence.

• Coached and developed associates through real-time feedback and performance conversations.

• Managed specialty departments including salon and beauty to drive client service and profitability.

• Recognized and motivated high-performing associates to support company strategy and goals.