Jaclyn Castillo
San Antonio,TX
Summary
Experienced Leader with a strong professional background in branch management and associate development. Skilled in enhancing operational efficiency, driving growth, and fostering team collaboration. Known for adaptability to changing needs and effective problem-solving. Expertise in strategic planning, customer service, and financial oversight. Reliable leader focused on achieving results and empowering teams.
Overview
28
28
years of professional experience
Work History
Branch Manager
River City FCU
San Antonio, TX
07.2019 - 11.2025
- Supervised day-to-day branch operations
- Works cooperatively with upper management to effectively communicate and implement performance standards and credit union growth objectives
- Manage the branch Team to include training, mentoring, and development; monitoring, evaluating and coaching team performance
- Manage staffing, scheduling, prioritizing and delegating work assignments, enforcing policies, procedures, productivity and member service standards
- Drive, monitor and report progress on branch objectives, standards and goals; develop and implement process and performance improvement solutions when gaps are identified
- Perform electronic banking functions: I-Pay, Message-Pay, MOX secure messaging, Bankwires
- Perform other daily duties and responsibilities as assigned and/or needed within the branch and/or credit union
- Successfully handled call center calls as needed.
- Successfully handled in-branch debit/credit card disputes due to fraud
- Vault Attendant
- Processed/Approved associate bi-weekly payroll via Paycor payroll system
Member Service Officer
Security Service
San Antonio, TX
07.2018 - 07.2019
- Assisted members with opening accounts and providing everyday solutions that fit their financial needs
- Vault Attendant
- Audited branch cash vault, performed cash recycler audits to include debit card inventory supply
- Responsible for weekly branch cash orders and prepare outgoing cash shipment
- Responsible for opening/closing branch to include balancing cash totals to general ledger accounts
- Successfully contributed to Branch monthly sales goals
Payroll Expert/Performance Coach/Quality Call Mentor
Automatic Data Processing
San Antonio, TX
07.2007 - 05.2018
- Oversaw and trained a revolving team of 12 contact center representatives to include onboarding of New Hires
- Mentored and trained associates on business core values, call center call handling strategy and system navigation
- Coached associates in self-discovery to uncover their strengths and areas of growth
- Monitored call center associates weekly progress, provided constructive feedback and created development growth plan
- Improved contact center associate call handling performance and productivity through development planning
- Payroll Specialist
- Contact Center Representative/Specialist
Branch Manager
Frost Bank
San Antonio, TX
06.1997 - 08.2006
- Supervised a team of 8 Bank Tellers
- Monitored teller line workload, prepared weekly staff schedules and delivered weekly huddles
- Resolved simple to highly complex financial issues through thorough investigation and research
- Balanced and audited Automated Teller Machines
- Delivered annual performance appraisals
- Performed branch monthly audits to include cash vault and surprise teller drawer audits
- Vault Attendant
- Additional roles held: Teller and Lead Teller
Education
H.S. - undefined
Thomas Jefferson
San Antonio, TX05.1997
Skills
- Team Development
- Client Retention
- Risk Management
- Relationship Building
- Associate Development
- Strong Interpersonal Skills
- Strong Communication Skills
- Operations
- Business Development
- Contact Center Specialist
- Vault Teller
- Payroll Processing
LANGUAGES
English
AWARDS
Eagle Eye Award-Risk, Quality Mentor Award
Timeline
Branch Manager
River City FCU
07.2019 - 11.2025
Member Service Officer
Security Service
07.2018 - 07.2019
Payroll Expert/Performance Coach/Quality Call Mentor
Automatic Data Processing
07.2007 - 05.2018
Branch Manager
Frost Bank
06.1997 - 08.2006
H.S. - undefined
Thomas Jefferson