Gabriel Castillo

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Updated and maintained databases with current information.
• Recognized by management for providing exceptional customer service.

• Identified client needs and recommended solutions when fraud had been identified.
• Recorded data captured during client interactions accurately.
• Identified and escalated through appropriate channels for items requiring risk review, exception handling, or further analysis.
• Read frequent updated and learning materials, often while on the call, and implemented them into conversations with speed and accuracy.
• Complied with industry regulations, bank procedures, integrity levels of the department's system, and financial controls.

· Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.

· Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.

· Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.

Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.

· Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.

· Worked in call center environment handling manual and automatically dialed outbound calls.

· Started foreclosure and repossession processes when warranted.

· Advised customers of necessary actions and strategies for debt repayment.

· Assisted debtors in setting up payment plans to recover overdue balances.

· Trained new team members on scripts, company services and performance strategies and provided mentoring.

Set up drafts and processed immediate payments after conducting thorough research and analysis of account.