Katherine Castro

• Achieved quality assurance standards while ensuring compliance with federal, state, and company regulations.
  
• Delivered exceptional customer service, enhancing customer satisfaction and loyalty.
  
• Answer inbound calls, collect documents and assist consumers or third parties with their accounts.
  
• Coached and mentored agents through side-by-side sessions to improve their performance and knowledge.
  

Lead and contribute with agents' growth and knowledge

Assist agents with questions in assistance line and chats.

• Requested necessary letters to support departmental communication and operations.

• Created boxes to safely package items.
• Packing and unpacking contents
• Performed thorough cleaning of structures and contents to restore condition and enhance presentation.
• Secured furniture with protective wrapping for transport.
• Wrapping of furniture.
• Socializing, emphasizing and understanding clients needs
• Socializing, emphasizing and understanding clients' needs

• Identified and researched patterns, trends and anomalies in transactional and customer data to detect and prevent suspicious activity related to money laundering and terrorist financing.
• Collaborated with compliance representatives to evaluate and investigate potential unusual activity.
• Reported negative findings to lines of business and provided actionable guidance for risk mitigation.
• Analyzed transactional and customer records alongside external and publicly available data to detect suspicious or unusual activity.

• Answered multi-line phone system, greeting callers with enthusiasm to create positive first impressions.
• Coordinated daily scheduling and provided comprehensive administrative support for entire department.
• Managed office supplies inventory by monitoring stock levels and ordering supplies as needed.
• Maintained office supplies inventory by checking stock and ordering new supplies.

• Coordinated collection and dispute resolution efforts to streamline processes.
• Drafted legal documents initiating collection processes for mortgages and liens in national banks.
• Managed collections case files for Bufete Artavia & Asociados
• Drafted demand letters and follow-up notices for delinquent accounts
• Coordinated debtor communications and payment arrangements with legal staff