Carla L. Gates
Lancaster
Summary
To obtain a challenging career within a result-oriented company where leadership, organizational and interpersonal skills can be utilized to enhance operational procedures.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Dealer Operations Coordinator
Santander Consumer USA/Drive Financial Services
08.2011 - 01.2026
- Oversee dealer relations to ensure that SCUSA is following company policies
- Contact dealerships for possible fraud and provide proof of down payments
- Contacted banks and guarantee service companies to implement creative solutions for operational challenges
- Investigated Truth In Lending changes on contracts to ensure compliance and mitigate risks
- Planned and performed audits on financial statements to ensure they are free of misrepresented information workload to reach department goals
- Audit Down Payments For Dealership
- Investigated and followed up on lien perfection repurchases
- Process repurchase request and auction release
- Collect on missing equipment and warranty cancellations
- Process Product Cancellations for refunds on Repossession, Charge-off and Total Loss
- Resolved daily customer complaints by reviewing claims and delivering timely resolutions to enhance customer satisfaction
- Helped management identify and assess risks/determine course of action
- Supported multiple roles within the department to address operational needs
- Honored with Trailblazer Award for exceptional performance and innovation
Deficiency Specialist
Drive Financial Dallas Texas /Santander Consumer USA
01.2010 - 08.2011
- Reviewed and monitored deficiencies on repossessions, total loss, abandoned, and impounded loans to ensure compliance and accuracy
- Initiated contact with customers or agencies to negotiate payment arrangements or resolve small balances on secured and unsecured loans
- Facilitated write-offs of settled accounts to maintain accurate account balances.
- Assist clients with credit bureau issues
- Monitored and assessed payment plans to ensure adherence and identify potential issues
- Review and route accounts 3rd party agencies
- Respond to the calls using the Auto Dialer System
Collateral Recovery Specialist
Drive Financial Dallas Texas /Santander Consumer USA
12.2008 - 01.2010
- Reviewed charge-off loans for repossession, utilizing skip tracing to locate debtors
- Negotiated settlements to secure title releases
- Coordinated with repossession agents to provide timely address updates
Deficiency Specialist
Drive Financial Dallas Texas /Santander Consumer USA
08.2005 - 12.2008
- Contacted customers or agencies to negotiate payment plans, reducing outstanding balances on secured and unsecured loans
- Review and monitor loans pre charge off loans assigned for repossession
- Negotiate payment plan to prevent charge-off and stop repossession
- Assist repossession agents with location of collateral
- Assist repossessions agents with location of collateral
Senior Collection Specialist
Dallas Telco Federal Credit Union
11.2003 - 08.2005
- Direct all aspects of daily operations for the collections department, including repossessions, home equity loans, review and process litigation paperwork
- Evaluated auction bids for approval or denial based on established criteria.
- Process and filing of Bankruptcy claims
- Approve or deny auction bids
- Provide Attorney with reaffirmation paperwork
- Executed account closures for checking and savings, verifying customer identity and account status.
- Addressed credit bureau disputes by investigating claims and providing accurate information.
- Evaluated loan modification applications to determine approval or denial according to guidelines.
Collections Supervisor
WFS Financial
06.1999 - 04.2003
- Conducted outbound calls on charge-off loans, effectively managing small balances on secured and unsecured loans.
- Negotiate settlements, review and process lien holders' claims
- Perform account reviews for each collector that involves monitoring calls for professionalism, FDCPA, listening skills, and politeness
- Conducted training sessions for new hires to ensure effective onboarding and skill development.
- Training of new hires
- Perform strong outbound calls on charge-off loans for small balance on secured and unsecured loans.
- Monitored call flow to ensure optimal staffing for auto dialer and inbound calls.
- Route uncollectible loans to out agencies
- Maintain monthly logs that contain records of the collectors' attendance, accounts reviews and disciplinary actions
- Facilitate coaching, mentoring and performance reviews
- Processed small balance waivers to relieve clients of outstanding debts and improve customer relations.
- Evaluated and responded to requests for extensions to ensure compliance with company policies.
Education
Business Magnet Center
United StatesCedar Valley Community College
United StatesSkills
- Banking Services
- Loans
- Financial Statements
- Credit and Collections
- Liens
- Loan Review
- Regulatory Compliance
- Customer issue resolution
- Customer Support/Service
- Telephone communication
- Organizational Skills
- Time Management
- Negotiation Skills
- Inventory Management
Certification
Certified Notary of Public
Personal Information
Title: Dealer Operations Coordinator
Work Authorization - Authorized Countries
United States
Timeline
Dealer Operations Coordinator
Santander Consumer USA/Drive Financial Services
08.2011 - 01.2026
Deficiency Specialist
Drive Financial Dallas Texas /Santander Consumer USA
01.2010 - 08.2011
Collateral Recovery Specialist
Drive Financial Dallas Texas /Santander Consumer USA
12.2008 - 01.2010
Deficiency Specialist
Drive Financial Dallas Texas /Santander Consumer USA
08.2005 - 12.2008
Senior Collection Specialist
Dallas Telco Federal Credit Union
11.2003 - 08.2005
Collections Supervisor
WFS Financial
06.1999 - 04.2003
Business Magnet Center
Cedar Valley Community College