Summary
Overview
Work History
Skills
References
Timeline
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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
11.2019 - 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
06.2012 - 08.2019
  • 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
11.2010 - 06.2012
  • 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
01.2010 - 11.2010
  • Preparation of schedules for Client Managers
  • Processing of schedules within service timeframes
  • Daily Allocation of debtor payments received.

Settlements Booking Officer

BOQ Equipment Finance
05.2007 - 12.2010
  • 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
10.2006 - 05.2007

Ticketing Consultant

Consolidated Travel
03.2006 - 10.2006

Receptionist

Consolidated Travel
12.2005 - 03.2005

Data Entry Clerk

Practitioner Services, NHS
10.2002 - 05.2004

Billing Officer

Scottish Gas
10.2003 - 03.2004

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
11.2019 - Current

Client Manager

BOQ Debtor Finance
06.2012 - 08.2019

Junior Client Manager

BOQ Debtor Finance
11.2010 - 06.2012

Client Support Officer

BOQ Debtor Finance
01.2010 - 11.2010

Settlements Booking Officer

BOQ Equipment Finance
05.2007 - 12.2010

Post Settlement Officer

BOQ Equipment Finance
10.2006 - 05.2007

Ticketing Consultant

Consolidated Travel
03.2006 - 10.2006

Receptionist

Consolidated Travel
12.2005 - 03.2005

Billing Officer

Scottish Gas
10.2003 - 03.2004

Data Entry Clerk

Practitioner Services, NHS
10.2002 - 05.2004

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Michelle Castro