Nicole Chapman
Hurst
Summary
To secure a challenging position where I can effectively contribute my skills that offers professional growth within a dependable organization. I am self-motivated and able to work both independently and as collaborative team member towards desired results. Experienced in various management, customer service, and sales environments including telemarketing and face to face.
Overview
23
23
years of professional experience
Work History
Senior Loan Specialist
Santander Consumer USA
North Richland Hills
06.2014 - 01.2026
- Execute inbound and outbound calls for approved applicants.
- Providing information, answering questions, and selling products while gathering and validating customer and dealer information from internal and external sources.
- Educating customer on auto loan process, providing effective customer service and communication on loan terms and conditions, and products according to management policies and guidelines.
- Continuously meet or exceed monthly goals as outlined by management.
- Provides person-to-person contact and representation of company and products to applicant.
- Takes indirect Chrysler calls. Responsible for providing effective customer service, and communicating loan terms and conditions and products according to management policies and guidelines.
- Reviews and recommends clearance CAC fraud alerts.
- Uses Credit.net, MySup, Cars, Nada, KBB, Vinquote and Loan Specialist Site.
- Handles lease buyout product for existing Chrysler customers. Pulls and provides lease payoff information. Partners with Chrysler Allegiance Team and customers to facilitate lease buyouts.
- Evaluated loan applications for accuracy and compliance with company policies.
- Guided clients through loan processes, ensuring understanding of terms and conditions.
- Collaborated with underwriting teams to assess risk and approve loans efficiently.
- Trained junior staff on loan procedures and customer service best practices.
- Resolved client inquiries about loan status and payment options promptly.
- Reviewed financial documents to determine eligibility for various loan products.
- Developed strategies to enhance customer satisfaction during the loan process.
- Maintained accurate records of loan transactions in company systems effectively.
- Negotiated terms and conditions of loans with customers.
- Advised borrowers on options available based on their individual financial needs.
- Maintained accurate records of all loan transactions.
- Reviewed loan applications and credit reports to ensure accuracy of information and compliance with applicable regulations.
- Provided customer service support related to loan inquiries and requests for additional services.
- Conducted training sessions for new employees on loan processing procedures and policies.
- Evaluated risk factors associated with each prospective borrower's application.
- Attended weekly meetings with management team to discuss progress on current projects.
- Assisted in developing strategies for improving customer satisfaction ratings through quality assurance monitoring.
- Performed collection activities on delinquent accounts by contacting customers via telephone or written correspondence.
- Analyzed financial data, such as income, assets, debts, and credit history in order to assess customer's ability to repay loans.
- Presented new products or services to existing customers in order to increase business opportunities.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Delivered high levels of customer service to facilitate smooth processes.
- Recommended loan approvals and denials based on customer loan application reviews.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Reviewed loan agreements to confirm completeness and accuracy.
- Performed daily maintenance of loan applicant database.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Approved loan within specified limits or referred to appropriate approval level.
- Met with applicants to obtain information for loan applications and answer questions about process.
- Tracked and managed new leads and followed up on referral business.
- Improved loan applications and documentation by informing applicant of additional requirements.
- Managed pipeline for originated loans through closing and complete required management reports.
- Maximized company profitability with appropriate pricing of new loan originations, fee income and selling of products and services.
- Analyzed applicants' financial status and credit and property evaluation to determine feasibility of granting loan.
- Verified client financial information to determine creditworthiness and loan eligibility.
- Informed customers of loan application requirements and deadlines.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Approved or denied loan applications and explained reasoning behind decisions.
Sales Associate
Mike Carlson Motor Company
Burleson
09.2013 - 06.2014
- Approaching Customers - Obtaining acceptable identification, proof of income, scan and attaching documents and processing applications through Auto Fusion.
- Maintaining/Showing Cars - Car sales representatives are responsible for showing cars to people who visit the dealerships. As customer service representatives, they greet arriving customers and make themselves available to answer questions. They explain the features of various models, and apprise car shoppers of financing options and warranties. They must be knowledgeable about all of the cars they sell and be prepared to answer questions about gas mileage, the sizes of engines and the colors each model comes in.
- Overseeing Test Drives – Obtain appropriate Identification and document through company policy. Test drives enable customers to check the performance of cars and determine whether they like driving them. A car salesperson usually accompany test drivers for liability reasons and to prevent thefts, as well as to answer questions that arise on the road as well as overcome objections pertaining to the legitimate sale of the vehicle.
- Personally Negotiating and Selling - Car salespersons are responsible for negotiating trade-in and car prices with customers. They research the dealers' costs in advance so they know how much latitude they have on sales and trade-in prices. During the negotiating process, customers might make offers on cars. Sales representatives usually discuss these offers with managers or owners, then notify customers if a deal is authorized. As part of their selling tactics, salespersons may instill a sense of urgency in people to make purchases through persuasive selling.
- Financing and Customer Service - Coordinates financing of the car through the finance department. The salesperson may walk a customer to the finance manager's office, then wait for him to complete the necessary paperwork. Afterward, the sales rep may coordinate repairs, servicing and cleaning of cars through the customer service department. Car salespersons also follow up with customers after the purchase to determine how well they liked their vehicles and to ask for referrals pertaining to lead generation.
- Skills: Development Growth, Account Management, Research and Maintain Inventory Data, Market Research and Analysis, Project Budgeting and expense management, Customer Relationship Management, Compliance, Customer Service/Sales. Ninja phone system training and utilization. AUTOSTAR training system and utilization, Fusion system utilization, Customer Relationship Management, Sales, Account Management, Compliance.
- Top Sales Performer.
Phone Banker/ Customer Service Specialist
Wells Fargo
Westlake
07.2010 - 08.2013
- A Phone Banker spends nearly 100% of his/her time on the phone answering questions for Wells Fargo customers. An excellent Phone Banker will be able to handle 100-120 calls per day while maintaining a high level of customer satisfaction.
- Personally recognized on several occasions for various metric awards.
- Phone Bankers are expected to sell products and services and achieve aggressive sales goals which are measured daily.
- Successful bankers demonstrate self-motivation, a positive attitude, have the ability to work well on a team and have a solid work history. They also demonstrate strong listening, written and verbal communication skills. They are receptive to coaching and feedback, have the desire to meet/exceed goals and solve problems while working in a fast paced environment.
- Skills: Federal Compliances, 6 Wells Fargo Computer Programs, Product Knowledge, Finance, Negotiating Sales, Account Management, Tracking Leads and Customer Accounts, Client Relations, Customer Satisfaction, Organization and Time Management.
- Top Sales Performer.
Business to Business Sales Representative
Wolters Kluwer Law & Business
NRH
03.2010 - 07.2010
- Outbound Telephone Sales (60%) - Outbound telephone calls to current customers pursuing reorder, cross-sell and up-sell opportunities, outbound calls to prospects pursuing new business and regaining lost business. Identify and develop customer needs that are addressed by WKFS solutions. Develop and manage a sales pipeline to consistently meet monthly sales objectives, and remain engaged in the sale through successful delivery / implementation.
- Administration (20%) - Complete initial order entry, accurately forecast opportunities and sales performance maintain customer information in CRM application and provide activity reporting to management as needed.
- Knowledge and Professional Development (10%) - Stay informed of new products, enhancements, regulatory changes, industry trends and other relevant information. Understand the impact of this information on the customer and relate in a manner that they can clearly comprehend.
- Customer Escalation (5%) - Identify and utilize the proper resources as needed to ensure customer satisfaction.
- Communication (5%) - Participate in regular meetings with Inside Sales Manager, collaborate with Outside Sales Representatives to develop opportunities, active participation in team and department meetings, effectively manage voicemail and email.
- REASON FOR LEAVING: Call center closed. Received severance package.
Customer Service Specialist
Silverleaf Resorts Inc.
NRH
06.2006 - 01.2010
- Handled high call volume.
- Expected to convert and meet company standards and quotas daily.
- Responsible for assisting clients with reliable directions.
- Monitored customer satisfaction to give fast, friendly, service to solve problems.
- Expected to develop trust, personal rapport, and strong working relations with customers and staff.
- Analyzed problems, formulated options, and presented solutions.
Banquet Server
Marriot
Southlake
04.2006 - 01.2007
- Responsible for setting up banquet room furniture and setting tables.
- Providing service for banquets and assist others in areas of Dining Services on an on call basis in the most professional manner.
- Cleaning up after every function.
In Store Sales Representative / Manager
T-Mobile
NRH
07.2005 - 06.2006
- Provided education on new products to customers effectively upon selling the product.
- Promoted from sales representative to assistant manager at RT wireless.
- Assisted store manager in merchandising, store layout to feature new items, best sellers and inventory.
- Responsible for data entry of customer and billing information.
- Ensured location met all safety requirements including but not limited to store cleanliness and overall working order.
Manager / Cashier
Posh Car Wash
NRH
01.2005 - 06.2006
- Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other aspects of customer service.
- Maintained an awareness of all promotions and advertisements.
- Accurately and efficiently ring on registers and accurately maintain all cash and media at the registers.
- Communicate customer requests to management.
- Entered all media from register into the tally program.
- Maintained orderly appearance of register area and supplies stocked.
- Any other tasks as assigned from time to time by any manager.
Inventory / Packing
United Moving and Storage
Dallas
12.2002 - 12.2004
- Ensured that all inventory items are properly identified.
- Placed descriptions on items noted and packed in the shortest possible time.
- Responsible for safety compliance regarding crew and items.
Education
Cornerstone Christian School
Townsend, GA, USASkills
- Problem solving
- Reliability
- Adaptability
- Decision making
- Teamwork
- Meeting work standards
- Communication
- Active listening skills
- Development Growth
- Account Management
- Research and Maintain Inventory Data
- Market Research and Analysis
- Project Budgeting and expense management
- Customer Relationship Management
- Compliance
- Customer Service/Sales
- Ninja phone system training and utilization
- AUTOSTAR training system and utilization
- Fusion system utilization
- Federal Compliances
- 6 Wells Fargo Computer Programs
- Product Knowledge
- Finance
- Negotiating Sales
- Tracking Leads and Customer Accounts
- Client Relations
- Customer Satisfaction
- Organization and Time Management
- Loan processing
- Credit evaluation
- Compliance review
- Customer education
- Fraud detection
- Customer relationship management
- Risk assessment
- Team collaboration
- Sales strategy development
- Employee training
- Effective communication
- Attention to detail
- Time management
- Loan servicing
- Loan pricing
- Cash flow analysis
- Loan marketing
- Loan monitoring
- Loan documentation
- Loan origination
- Relationship management
- Loan consulting
- Loan structuring
- Loan training
- Risk management assessments
- Proficient in 10-key
- Financial assessment
- Client relations
- Regulatory compliance
- Credit assessment
- Reliable
- Loans
- Financial advising
- Sales pipeline maintenance
- Negotiation techniques
- Loan application management
- Document analysis
- Banking
- Applicant communication
- Terms negotiation
- Customer service-focused
- Documentation review
- Underwriting support
- Typing 35 wpm
- Credit
- Application status reviews
- Consumer lending
- Excellent communicator
Timeline
Senior Loan Specialist
Santander Consumer USA
06.2014 - 01.2026
Sales Associate
Mike Carlson Motor Company
09.2013 - 06.2014
Phone Banker/ Customer Service Specialist
Wells Fargo
07.2010 - 08.2013
Business to Business Sales Representative
Wolters Kluwer Law & Business
03.2010 - 07.2010
Customer Service Specialist
Silverleaf Resorts Inc.
06.2006 - 01.2010
Banquet Server
Marriot
04.2006 - 01.2007
In Store Sales Representative / Manager
T-Mobile
07.2005 - 06.2006
Manager / Cashier
Posh Car Wash
01.2005 - 06.2006
Inventory / Packing
United Moving and Storage
12.2002 - 12.2004
Cornerstone Christian School