Douglas Frederick Kitchen

• Collected customer information and evaluated credit worthiness by processing loan applications and income documentation
• Determined all applicable ratios and metrics and set up debt payment plans
• Responsible for producing more than 6 million in loans in 2022
• Analyze market trends and competitor offerings to identify new product opportunities for refinancing auto loans.
• Reviewed customer applications closely to identify any opportunities for further development and revenue.
• Collaborated with other departments to promptly process loan applications.
• Negotiated loan terms to provide favorable outcomes for both customers and lenders.
• Develop and maintain relationships with auto dealerships to generate leads and referral business for refinancing auto loans.
• Consulted with customers using positive communication and active listening skills, offering sound feedback and answering critical questions with effective solutions.
• Built positive relationships with customers by offering best financing and product options for Auto loans.

• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Contract with all major furniture retailers in the Chicago area.
• Managed ANOW inside Bobs Furniture Store, Value City Furniture and personally responsible for launch and growth of ANOW location inside Ashley Furniture store in Schaumburg
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
• Coached and counseled sales personnel, assisting with individual selling efforts to drive business to ANOW and helping ANOW sales representatives reach targets.
• Closed lucrative sales deals using strong negotiation and persuasion skills.
• Implemented systems and procedures to increase sales.
• Maximize home store profitability by increasing sales, building
  customer base, controlling expenses.
• Support the company's goals by focusing on personal
  accountability, customer service excellence, and work efficiency.
• Demonstrate standards and model behavior in the areas of sales, collections, customer service, productivity, and efficiency.
• Established lasting relationships with host store management and sales staff.

• Maintained a minimum of 50 unit sells/leases and deliveries per month.
• Trained new and existing staff members in various financial procedures to prepare for job requirements.
• Monitored budget and revenue trends, compiling reports for company leadership to inform decision-making.
• Assisted customers in selecting a vehicle by asking questions listening carefully to their responses.
• Interpreted all major credit bureaus: Experian, Equifax, Trans Union, Lease Guidelines, Disclosures, and CREDCO.
• Knowledge of F&I software and understanding of prime/nonprime resources, DealerTrack, RouteOne, ProMax, lenders-structuring and budgeting, and iTap deals within guidelines.
• Collaborate with the sales team to understand customer needs and provide appropriate financing options
• Assist in the training and development of new sales and F&I team members
• Analyze credit applications and evaluate the creditworthiness of customers

• Managed the servicing of the existing loans, including handling customer inquiries and overseeing payments
• Responsible for collecting, reviewing, and verifying client credit profiles and financial documents to determine credit worthiness for loan approval
• Analyzed business processes to identify cost savings and operational efficiencies.
• Created financial dashboards to provide insights into key performance indicators.
• Designed and maintained financial models to identify and measure risks.
• Collaborated with C-level executives and stakeholders to develop long-term financial plans.
• Conduct regular account reviews to assess the credit quality and risk level of existing loans and recommend appropriate actions to mitigate risk
• Identify trends and patterns in credit data to provide insights and recommendations for improving loan approval rates and reducing credit risk
• Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
• Complied with established internal controls and policies.
• Performed banking, business administration and financial tasks to guarantee five-star service for clients.

Loan Officer | December 2011-January 2013

Team Lead | January 2013-October 2013

Call Center Supervisor | October 2013- January 2015

• Reviewed credit histories, income statements, and other financial information of loan applicants.
• Counseled clients on debt management and repayment plans.
• Developed and maintained relationships with potential customers to increase loan business.
• Analyzed financial data to determine the feasibility of granting loans.
• Negotiated terms and conditions of loan contracts.
• Verified accuracy of loan documents prior to approval.
• Approved or denied loan applications based on established guidelines.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Supervised 25 loan officers and customer service reps in providing excellent customer service to callers requiring assistance receiving new loans and servicing existing loans.
• Assisted in the development of collection department, hiring new collectors and promoted existing loan officers to collections department
• Developed process controls and metrics for daily management of call center.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.