Lori MillardExecutive Vice President, Head of Customer Service
Santander Consumer USA
Lori Millard is the Executive Vice President of Customer Service for Santander Consumer USA, one of the nation's leading auto finance lenders. Lori is responsible for the strategic direction and daily operations of the Call Centers, Dealer Operations, Payment Services and all back office operations, leading over 900 associates spanning 3 stateside operation centers and various offshore locations.
Previously, Lori was the group operations officer for Wells Fargo Dealer Services through 2017. There she had responsibilities for the Call Centers, Collections and Recovery, Marketing, Communications, Business Documentation and Operational Risk.
Prior to joining Wells, Lori spent six years with American Honda Finance Corporation where she ran a $2 billion regional business center and managed their lease end-of-term division. In addition, she held leadership roles with Nissan Motor Acceptance Corporation and HSBC.
With over 25 years of experience in the auto finance industry, Lori is a seasoned professional with deep expertise in all facets of the auto finance life cycle.
Lori holds a Bachelor's in Business Administration from Medaille College in Buffalo, NY and received Professional International Call Center Certification from Call Center University.
Areas of Expertise
Strategy, Executive Management
What three keywords best describe you?
Driven, Genuine, Fair
'Nothing is written in stone' and 'First WHO then WHAT'
What are you passionate about?
What is something interesting about you that members might not know?
I’ve moved to Texas 3 times
Who has been a role model for you?
What are you most proud of?
My relationships with my family and close friends
What would you say are the key success factors for a mentoring relationship?
Commitment, Communication, Honesty
What advice would you give yourself as a young executive?
You do not need to be the expert of everything- do not be afraid to ask for help
What do you know now that you wish you knew when you started your career?
How to professionally and successfully conflict with my peers