Jackes “Jack” Garcia
Irving,TX
Summary
Results-driven financial services professional with extensive experience managing customer and vendor portfolios, processing payments, and driving account performance within banking and auto finance environments. Proven ability to build strong client relationships, resolve complex account issues, and deliver strategic solutions that improve retention and reduce risk. Skilled in portfolio management, payment negotiations, compliance, and cross-functional collaboration. Bilingual in English and Spanish.
Overview
16
16
years of professional experience
Work History
Vendor Management Liaison / Analyst
Capital One Auto Finance
Plano, TX
08.2020 - Current
- Manage a portfolio of third-party vendors, ensuring alignment with performance, compliance, and service expectations
- Serve as a primary relationship manager between internal stakeholders and external partners, resolving issues and driving service improvements
- Develop and maintain vendor performance scorecards (quality, timeliness, compliance), improving accountability and service delivery
- Analyze performance trends and market data to support strategic decisions and contract negotiations
- Conduct ongoing risk assessments and support third-party onboarding to ensure adherence to internal policies and regulatory standards
- Partner with compliance, operations, and business teams to resolve escalations and improve service delivery outcomes
- Partner with cross-functional teams including Bankruptcy, Legal, SCRA, Impounds, Auction, Transportation, and Dealership partners to resolve complex account and vendor issues
- Escalate and communicate critical issues to senior leadership, including executive-level stakeholders, to drive timely resolution and business alignment
- Deliver monthly and quarterly performance presentations to senior leadership, highlighting vendor results, trends, and key areas of opportunity
- Support internal and external audits related to third-party risk and performance
Reinstatement Specialist
Capital One Auto Finance
Plano, TX
02.2019 - 08.2020
- Managed a portfolio of delinquent accounts, providing tailored payment solutions to restore accounts to current status
- Processed high volumes of daily customer payments in a fast-paced, metrics-driven environment, ensuring accuracy and compliance
- Negotiated payment arrangements and reinstatement options to reduce losses and improve portfolio performance
- Acted as a key point of contact for customers, resolving complex account issues
- Coordinated with internal teams, repossession vendors, and auctions to manage account resolution workflows
- Maintained detailed documentation to ensure compliance with regulatory and company standards
- Consistently met or exceeded daily production and quality metrics in a high-volume environment
Repossession Specialist
Wells Fargo Dealer Services
Irving, TX
05.2016 - 06.2018
- Managed high-risk accounts, supporting loss mitigation and recovery strategies
- Performed advanced skip tracing using LexisNexis, TLO, and internal systems to locate customers and collateral
- Negotiated settlements and payment solutions to resolve delinquent balances and minimize financial loss
- Coordinated with vehicle auctions and third-party partners to ensure timely, secure transport of recovered assets, minimizing delays and supporting efficient liquidation processes
- Ensured all activities complied with federal and state regulations and internal risk policies
- Collaborated with insurance adjusters, vendors, and internal teams to resolve claims and account issues
Collections & Repossession Specialist (Multiple Roles)
Capital One Auto Finance
Plano, TX
05.2010 - 05.2016
- Managed a high-volume portfolio of accounts across multiple delinquency stages, including repossession and recovery workflows
- Performed extensive skip tracing (skip work) using internal tools and third-party databases (LexisNexis, TLO) to locate customers and recover assets
- Supported repossession efforts by coordinating asset location, recovery actions, and account resolution strategies
- Leveraged investigative research and data analysis to improve contact rates and reduce charge-offs
- Specialized in late-stage collections and repossession prevention through negotiation and customer engagement
- Built strong customer relationships to drive repayment, retention, and positive account outcomes
- Provided coaching and guidance to peers, improving team performance
- Consistently met or exceeded performance metrics in a fast-paced environment
Education
High School Diploma - undefined
W.T. White High School
Skills
- Salesforce
- Tableau
- AutoIMS
- Shaw
- ITop
- CARs
- DRN
- LexisNexis
- TLO
- Oracle
- Microsoft 365 Suite
- Google workforce
CORE COMPETENCIES
- Account & Portfolio Management
- Client Relationship Management
- Payment Processing & Reconciliation
- Merchant/Payment Solutions Support
- Risk Mitigation & Compliance (FDCPA, Privacy Laws)
- Vendor & Third-Party Management
- Skip Tracing & Asset Recovery
- Negotiation & Retention Strategies
- Performance Metrics & Reporting
- Cross-Functional Collaboration
Timeline
Vendor Management Liaison / Analyst
Capital One Auto Finance
08.2020 - Current
Reinstatement Specialist
Capital One Auto Finance
02.2019 - 08.2020
Repossession Specialist
Wells Fargo Dealer Services
05.2016 - 06.2018
Collections & Repossession Specialist (Multiple Roles)
Capital One Auto Finance
05.2010 - 05.2016
High School Diploma - undefined
W.T. White High School