Julia Castro
Ranson,WV
Summary
Results-driven financial services professional with 5 years of experience at Navy Federal Credit Union and 3 years of experience as an Emergency Dispatch Operator. Demonstrated success in customer relationship management, account servicing, problem resolution,
financial product education, and member satisfaction. Experienced working in a highly regulated, metrics-driven fast paced environment with a strong focus on service quality, compliance, efficiency, and customer retention. Seeking to leverage banking and customer service expertise in a Mortgage Loan Officer position, where I can contribute to helping members achieve their home ownership goals.
Overview
8
8
years of professional experience
Work History
MSR II
Navy Federal Credit Union
Winchester, Virginia
06.2021 - Current
- Provide member support for checking accounts, savings accounts, debit card services, account maintenance, and general financial inquiries.
- Educate members on available financial products, services, and lending options to support informed financial decisions.
- Research and resolve complex account issues providing accurate and timely solutions, while maintaining a level of efficiency and professionalism.
- Navigate multiple systems simultaneously while managing a high volume of member interactions.
- Build strong member relationships through exceptional customer service and effective communication.
- Consistently achieve performance goals within a metrics-driven environment.
- Collaborated with internal departments to ensure seamless member a seamless member experience and efficient issue resolution.
- Handle sensitive financial and personal information in accordance with regulatory and organizational requirements.
Emergency Dispatch Operator
Dynamark Monitoring
Hagerstown, Maryland
11.2018 - 02.2021
- Managed emergency and non-emergency communications while gathering and documenting critical information.
- Prioritized incidents and coordinated responses with emergency personnel.
- Maintained professionalism and accuracy in high-pressure situations.
- Demonstrated strong communication, multitasking, decision-making, and problem-solving skills.
Education
High School Diploma -
St Raymond Academy
06-1992
Skills
Customer Service Relationship Building Financial Services Lending Product Knowledge Account Maintenance Problem Resolution Regulatory Compliance Customer Retention Performance Metrics Attention To Detail Communication Time Management Conflict Resolution
Additional Qualifications
Prior Sales Experience • Spanish (Native/Bilingual) • Banking Operations • Customer Experience • Compliance Awareness • Relationship Management • 10+ Years Customer Facing Experience
Timeline
MSR II
Navy Federal Credit Union
06.2021 - Current
Emergency Dispatch Operator
Dynamark Monitoring
11.2018 - 02.2021
High School Diploma -
St Raymond Academy