Alicia Castro

• Adhered to company policies and scripts to consistently achieve call-time and quality standards,
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Improved first-call resolution rates through effective problem-solving skills and comprehensive knowledge of company offerings.

• Conducted comprehensive research and validation of client profile information, ensuring database accuracy for over 500+ high-risk accounts
• Monitored internal controls and ensured full compliance with regulatory requirements such as AML and OFAC
• Led periodic reviews of client accounts and transaction activities, identifying and escalating suspicious behavior
• Collaborated with cross-functional teams to improve compliance processes, reducing processing times while maintaining strict standards
• Provided mentorship to junior analysts on compliance standards and internal controls

• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
• Mentored newly hired team members on appropriate responses to patron questions
• Provided customers with appropriate literature on banking products and services
• Managed daily bank operations by processing customer transactions and providing exceptional customer service
• Delivered financial services including check cashing, loans, utility payments, and international wire transfers, assisting an average of 100 customers per day
• Resolved customer complaints and inquiries with a 99% satisfaction rate, consistently maintaining service excellence and client retention
• Marketed and promoted company services, driving an increase in product sales by proactively engaging with customers and addressing their financial needs
• Managed cash handling, inventory, and back-office operations to ensure smooth and compliant day-to-day functions

● Delivered financial services including check cashing, loans, utility payments, and international wire transfers, assisting an average of 100 customers per day

● Resolved customer complaints and inquiries with a 99% satisfaction rate, consistently maintaining service excellence and client retention

● Marketed and promoted company services, driving an increase in product sales by proactively engaging with customers and addressing their financial needs

● Managed cash handling, inventory, and back-office operations to ensure smooth and compliant day-to-day functions.