Heather Espinosa
Summary
Senior-level finance professional with over 20 years of management experience in the Automobile Finance and Sales Industry. Highly organized and detail-oriented, consistently ensuring accuracy and efficiency in all financial operations. Committed to delivering exceptional results, dedicated problem solver with strong interpersonal communication skills. Intricate understanding of various company, state, and federal guidelines and best practices, able to navigate complex regulatory landscapes with ease. Assertive project manager and team leader, excels in relationship management with a proven track record of delivering customized solutions to meet customers' needs.
Overview
24
24
years of professional experience
Work History
Insurance Producer
USAA Insurance
07.2023 - Current
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Conducted thorough needs assessments for prospective clients, identifying gaps in their current coverage plans.
- Adhered to all regulations for insurance sales.
- Maintained up-to-date knowledge of industry trends and regulations, ensuring compliance in all transactions.
- Promoted products and services using upselling and other sales strategies.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Exceeded corporate quotas for monthly policy sales.
- Provided coverage option information to assist clients in protecting assets.
- Enhanced team performance by sharing industry knowledge and best practices with colleagues during training sessions and meetings.
- Developed comprehensive knowledge of various insurance products, enabling more informed recommendations to clients based on their needs.
- Boosted retention rates by providing exceptional customer service and proactively addressing potential issues before they escalated.
- Increased client satisfaction by providing personalized insurance consultations and recommending tailored coverage plans.
- Coordinated cross-selling initiatives between departments to maximize revenue from existing clients while maintaining high levels of satisfaction.
Mortgage Loan Officer
USAA
12.2019 - 06.2022
- Met with loan applicants to obtain information applications and to answer questions about the process
- Worked with clients to identify their financial goals and find ways to achieve those goals
- Conferred with underwriters to aid in resolving mortgage application problems
- Reviewed loan applicants' credit histories, corporate financial statements, and other financial information to evaluate eligibility
- Reviewed loan agreements to ensure complete and accurate according to internal and federal guidelines
- Received Excellence Award (September 2020) - Achieved target performance targets in all metrics on scorecard; loans funded, KDS, and compliance quality, including CQR
- 5.0 Production with 100% Quality
- Annual customer satisfaction score average of 4.79 out of 5.00
- Actively managed continuous pipeline ranging from 50-75 loans on average.
Finance Manager
Ferman Chevrolet Tampa in Brandon
09.2018 - 12.2019
- Contracted Customer Vehicle Purchases
- Maintained Lender Relationships by using various partners for Indirect Lending, E-Con contracts, and fast funding
- Logged all vehicle deliveries accurately and in a timely manner
- Maintained chargebacks at an acceptable level
- Verified all customer signatures and copied all documents for Dealer records
- Confirmed customer vehicle deposit receipts
- Assisted and trained the Sales Team in structuring deals to meet Lender Guidelines.
Finance Manager
Reeves Import Motorcars
05.2015 - 09.2018
- Contracted Customer Vehicle Purchases
- Maintained Lender Relationships by using various partners for Indirect Lending, E-Con contracts, and fast funding
- Logged all vehicle deliveries in an accurate timely manner
- Maintained chargebacks at an acceptable level
- Verified all customer signatures and copied all documents for Dealer records
- Confirmed customer vehicle deposit receipts
- Assisted and trained the Sales Team in structuring deals to meet Lender Guidelines.
Financial Director
Chevrolet of Wesley Chapel
10.2013 - 05.2015
- Developed, coached, and supervised a team of 3 F&I Managers
- Secured Financing for Customers to tie customer relationships to the dealer
- Generated profit by ensuring Reserve and Product Sales quotas were met
- Monitored performance by providing daily progress reports to the Dealer Principal, General Manager, and General Sales Manager
- Cultivated teamwork with the Business and Sales Departments to assist in maximizing Department income.
Financial Director
Daniel's Chevrolet
06.2012 - 10.2013
- Developed, coached and managed a team of 2 F&I Managers
- Worked with the General manager to determine which lenders and suppliers of financial products best met the criteria set by the Finance
- Department
- Established Customer rapport, securing financial arrangements with lender partners, and completing delivery of documentation with Customer
- Presented and disclosed product options to customers
- Cultivated teamwork with the Business and Sales Departments to assist in maximizing Department income
- Maintained a high Customer Satisfaction Index with Chevrolet.
Finance Manager
Ferman Automotive Group
06.2000 - 10.2013
- Contracted Customer Vehicle Purchases
- Maintained Lender Relationships by using various partners for Indirect Lending
- Logged all vehicle deliveries accurately and in a timely manner
- Maintained chargebacks at an acceptable level
- Verified all customer signatures and copied all documents for Dealer records
- Confirmed customer vehicle deposit receipts
- Assisted and trained the Sales Team in structuring deals to meet Lender Guidelines.
Skills
- Banking
- Contract management
- Credit
- Customer relations
- Customer satisfaction
- Customer service
- Delivery
- Documentation
- Fast
- Finance
- Insurance product knowledge
- Relationship Building
- Policy analysis
- Sales expertise
- Sales proficiency
- Licensed Insurance Agent
- Customer Service
Accomplishments
- Achieved Made for Quality Q1 Bronze Award by completing Compliance and Technical 100% with accuracy and efficiency three months in row.
- Member Satisfaction 98%
Timeline
Insurance Producer
USAA Insurance
07.2023 - Current
Mortgage Loan Officer
USAA
12.2019 - 06.2022
Finance Manager
Ferman Chevrolet Tampa in Brandon
09.2018 - 12.2019
Finance Manager
Reeves Import Motorcars
05.2015 - 09.2018
Financial Director
Chevrolet of Wesley Chapel
10.2013 - 05.2015
Financial Director
Daniel's Chevrolet
06.2012 - 10.2013
Finance Manager
Ferman Automotive Group
06.2000 - 10.2013
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