Rolando Rojas Morales

- Performed detailed loan application reviews, ensuring completeness, accuracy, and compliance with internal policies and regulatory standards.
- Verified the authenticity of financial documents, such as income statements and employment records to support loan approval decisions.
- Conducted Customer Interviews and Employment Verifications to validate the provided data and match with internal systems.
- Ensured that all collected information matched internal systems and documentation, flagging any discrepancies for further review.

- Developed multitasking abilities under pressure while maintaining accuracy in reporting and data entry.

Responsible for designing, delivering, and evaluating training programs for new hires and ongoing development of staff in the automotive finance industry. Focused on enhancing technical, operational and analytical skills aligned with GLS standards and values.

Departments Trained:

Funding Originations – Loan Verification

• Trained Loan Processors on accurate review of funding packages and supporting documents.
• Performed know your customer tasks with an emphasis on analyzing and validating customer profiles, verifying employment and income and conducting customer interviews.
• Reinforced the importance of aligning customer-submitted data with internal systems and loan application records.
• Developed analytical skills to detect inconsistencies or documentation gaps that could impact loan approval.

Business Development Representative – Buying

• Instructed team members on reviewing dealer-submitted contracts to ensure alignment with GLS policies and regulatory standards.
• Guided team members in identifying potential fraud or discrepancies and documenting decisions around approvals, conditional acceptances or rejections.
• Trained team members to apply critical thinking when analyzing contract terms, customer information, and supporting documents to ensure accuracy and compliance before funds are released.

Funding Coordinators

• Prepared coordinators to serve as key intermediaries between dealers and internal teams, ensuring all documentation and processes align with GLS guidelines.
• Provided training on verifying and processing contract packages, maintaining detailed records and advising dealers on policy requirements.
• Emphasized the importance of compliance, precision, and consistency when handling customer and dealership data.

Customer Service

• Delivered training on navigating loan inquiries, managing payment processes and ensuring customer interactions reflected GLS standards of clarity and professionalism.
• Reinforced conflict resolution techniques and empathy driven communication to improve borrower satisfaction and retention.
• Guided team members on handling escalations, addressing account level questions and interpreting loan documentation with accuracy.

Reinstatement

• Trained staff to assess reinstatement eligibility based on loan history, default timelines and applicable policy terms.
• Instructed on how to calculate reinstatement figures including principal, interest, late fees and recovery costs.
• Coached team members to walk customers through reinstatement steps emphasizing transparency and compliance.

Insurance – Total Loss

• Provided instruction on communicating with insurers to confirm vehicle declarations and gather all required loss documentation.
• Trained agents to calculate outstanding loan balances, confirm GAP coverage and coordinate payout applications to open claims.
• Emphasized importance of maintaining timelines, documenting customer communications and minimizing resolution delays.

Collections

• Trained representatives on early to late stage delinquency outreach strategies rooted in regulatory compliance and solution based conversations.
• Delivered guidance on assessing financial hardship, negotiating payment arrangements and avoiding charge offs through proactive customer engagement.
• Reinforced documentation accuracy, system navigation and skip tracing techniques to support internal audits and recovery efforts.