Michelle Castro
Windsor,QLD
Summary
With 18 years of experience in the banking industry, results-oriented Settlements Support Officer who consistently delivers exceptional customer service while operating within a risk framework. Throughout career, established myself as a positive and optimistic role model, consistently setting high standards and inspiring others to do the same. Expertise lies in effectively managing settlements processes and ensuring smooth operations, all while maintaining a strong focus on customer satisfaction.
Overview
22
22
years of professional experience
Work History
Settlements Support Officer
Home Ownership BOQ Group
2019.11 - Current
- Handling refinance and purchase files from approval stage to settlement.
- Document ordering and set up - checking of loan documents in CRS and Finnone to ensure loan details correct before issuing to customers.
- Liaising with brokers, solicitors & OFI's to move file to examination stage and book in settlement within a timely manner.
- Fielding inbound broker queries and providing loan updates.
- Opening Day2Day and mortgage offset accounts for new and existing BOQ customers
- Quality assurance completed monthly to check my colleagues are adhering to SLA's and keeping errors or reworks to a minimum
Client Manager
BOQ Debtor Finance
2012.06 - 2019.08
- Managing & providing funding to a large portfolio of clients
- Risk analysis of schedules to ensure no breaches of the DF facility
- Processing of schedules within service timeframes
- Balancing of end of month reconciliations
- Daily Allocation of debtor payments received
- Daily balancing of Debtor Finance bank reconciliation
- Settlement of new facilities and proposals for variations of existing facilities.
Junior Client Manager
BOQ Debtor Finance
2010.11 - 2012.06
- Managing & providing funding to a portfolio of clients
- Risk analysis of schedules to ensure no breaches of the DF facility
- Processing of schedules within service timeframes.
Client Support Officer
BOQ Debtor Finance
2010.01 - 2010.11
- Preparation of schedules for Client Managers
- Processing of schedules within service timeframes
- Daily Allocation of debtor payments received.
Settlements Booking Officer
BOQ Equipment Finance
2007.05 - 2010.12
- Checking finance documents to ensure they adhere to various legalities & BOQ policies & procedures
- Liaising with branch staff & brokers
- Ensuring deals are booked within service level time frames, with a high attention to detail & accuracy.
Post Settlement Officer
BOQ Equipment Finance
2006.10 - 2007.05
Ticketing Consultant
Consolidated Travel
2006.03 - 2006.10
Receptionist
Consolidated Travel
2005.12 - 2005.03
Data Entry Clerk
Practitioner Services, NHS
2002.10 - 2004.05
Billing Officer
Scottish Gas
2003.10 - 2004.03
Skills
- Ability to provide a high level of customer service
- Professional & confident phone manner
- Excel at managing customer expectations whilst adhering to risk management policies and procedures to ensure compliance
- Working knowledge of various BOQ systems including CRS, MyClient & Genesys
- Problem solving and conflict resolution skills
References
Available on request
Timeline
Settlements Support Officer
Home Ownership BOQ Group
2019.11 - Current
Client Manager
BOQ Debtor Finance
2012.06 - 2019.08
Junior Client Manager
BOQ Debtor Finance
2010.11 - 2012.06
Client Support Officer
BOQ Debtor Finance
2010.01 - 2010.11
Settlements Booking Officer
BOQ Equipment Finance
2007.05 - 2010.12
Post Settlement Officer
BOQ Equipment Finance
2006.10 - 2007.05
Ticketing Consultant
Consolidated Travel
2006.03 - 2006.10
Receptionist
Consolidated Travel
2005.12 - 2005.03
Billing Officer
Scottish Gas
2003.10 - 2004.03
Data Entry Clerk
Practitioner Services, NHS
2002.10 - 2004.05