Walter O’Dell
Gilbert
Summary
Compliance and complaint specialist with over nine years in auto finance. Experience includes regulatory responses, case investigation, and process improvement. Handles high-volume workloads while meeting strict deadlines and quality standards. Currently completing a Bachelor of Arts in Project Management to transition into project-based roles.
Overview
9
9
years of professional experience
Work History
Written Complaint Specialist
Santander Consumer USA
Gilbert, AZ
12.2018 - Current
- Prepare written responses to regulatory agencies and consumer complaints (CFPB, BBB, AG).
- Manage a high-volume pipeline while meeting quality and service level targets.
- Conduct account research to identify issues and determine the root cause.
- Created a daily pipeline report used by leadership for tracking and visibility.
- Train and support new hires on systems, quality standards, and procedures.
- Work with legal, compliance, and operations teams on escalated cases.
- Developed and implemented process improvements for operational efficiency.
- Analyzed customer data to identify trends and improve service offerings.
Complaint Specialist
Santander Consumer USA
Gilbert, AZ
03.2017 - 12.2018
- Served as primary contact for customer loan concerns and disputes.
- Investigated account issues and documented findings.
- Escalated complex issues when needed.
- Maintained performance standards for quality and productivity.
- Collaborated with cross-functional teams to streamline processes and reduce turnaround time on consumer inquiries.
Education
Bachelor of Arts - Project Management
University of Arizona Global Campus
Chandler, AZ09.2028
High School Diploma -
Cooper Canyon High School
Glendale, AZ05.2014
Skills
- Regulatory Compliance
- Complaint Investigation
- Case Management
- Quality Assurance
- Cross-functional Communication
- Training and Support
- Time Management
- Problem Solving
Timeline
Written Complaint Specialist
Santander Consumer USA
12.2018 - Current
Complaint Specialist
Santander Consumer USA
03.2017 - 12.2018
Bachelor of Arts - Project Management
University of Arizona Global Campus
High School Diploma -
Cooper Canyon High School