Jack Garcia

• Responsible for managing, monitoring, tracking and resolving daily metrics and ensuring that the designated Service Level Agreements (SLAs) are met for the repossession service provider (RSP).
• Maintained knowledge/documentation of policies and procedures in order to research/handle escalated/complex issues and to accurately respond to employees. suppliers. and customers' inquiries.
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes.
• Review and interpret laws and regulations for the purpose of managing the service provider.
• Monitor vendor adherence to contractual obligations and assist in the vendor on-boarding/off-boarding process.
• Assist with data gathering for monthly, quarterly & annual business reviews; Supply or present data to Senior leadership allowing insight to RSP production, performance and potential needs and concerns.
• Support and coordinate third party-related internal audits.
• Review and monitor repossession fees and expenses. conduct necessary calls. and create monthly performance presentations or suppliers and business partners.
• Maintains a process of continuous review, feedback, coaching and action in order to spot areas of opportunity.

Reinstatements Feb 2019 to Aug 2020

Capital One Auto Finance - Plano Tx.

• Communicates with clients, collection representatives, repossession agents, and auction sales regarding the location and transportation of vehicles recently obtained.
• Responds appropriately to complaints and de-escalating customer concerns. Takes necessary steps to fully resolve complaints or escalate where applicable to ensure best resolution for Capital one and the customer.
• Process payments and payment options to bring account current for the release of vehicles.
• Analyzes accounts and repossession issue to create good business decisions.
• Monitors and tracks ongoing accounts through the reinstatement process Works effectively as part of a team atmosphere to perform duties and achieve daily operational goals.
• Accurately documents all account activities and pertinent information to include, but not limited to, verifications and demographic changes

• Review and monitor all total loss, impounds, substitution of collateral or expired loan queues on a daily basis.
• Assist insurance adjusters with requests, questions and problems regarding any pending claim settlements.
• Initiate contact with customers or agencies in an effort to negotiate payments and satisfy any past due or deficiency balances
• Recommendations to repossess or abandon impounds by assessing the value of the vehicle vs. any storage/repair/repossession fees.
• Prepare Repossession Assignment Cover Sheet (RACS) and ensure all actions comply with all federal and state regulatory requirements.
• Properly worked assigned accounts to locate the customer and/or collateral by performing advanced loss prevention activities (i.e. basic and advanced skip tracing with the use of internal and external resources including business partners and interpersonal skills).

• Mastered skip strategies and focused on charge off prevention.
• Provided leadership and coaching to all peers, regardless of stream.
• Developed late stage collection techniques targeted at repossession prevention.
• Ensured daily goals were met consistently by developing a proven recovery strategy.
• Developed relationships with customers to ensure satisfaction as well as security of unit.
• Created a proven strategy to lead metrics on a consistent basis

Spanish Language Group Collections Specialty, July 2012 to Oct 2013

Capital One Auto Finance - Plano Tx.

• Took a more advanced role dealing with SLG Collections.
• Managed queues with a wide range of delinquency from 31 days to repo status.
• Provided direction and best practices to peers on a regular basis.
• Achieved unparalleled performance throughout entire tenure.

Mid Manual Collections, May 2010 to July 2012

Capital One Auto Finance - Plano Tx.

• Developed a strong understanding of collection techniques
• Managed queues 31 to 61 days past due.
• Implemented manual as well as dialer collection practices.