Customer Experience | Auto Finance News

A blossoming partnership: An inside look at Santander’s deal with FCA

From the October feature: Since revising their financing alliance this summer, Santander Consumer USA and Fiat Chrysler Automobiles appear to have smoothed the speed bumps that had hindered the Chrysler Capital partnership for years. The original partnership had consistently been weighed down by missed penetration rate targets. Quarter after quarter, Santander would cite “the competitive […]

GMF, TFS, Veros to explore customer experience strategies at Auto Finance Summit

A trio of executives from GM Financial, Toyota Financial Services, and Veros Credit are set to discuss tips for creating a customer-centric strategy on Wednesday, Oct. 30, during the 19th annual Auto Finance Summit at the Bellagio in Las Vegas. The panel will feature Bob Beatty, executive vice president of customer experience at GM Financial; […]

Wells Fargo joins Dealertrack’s integrated contracting platform

Wells Fargo is the latest auto lender to join Dealertrack’s newly lauched Digital Contracting on uniFI, Emil Banga, assistant vice president of F&I dealer operations at Cox Automotive, told Auto Finance News. Digital Contracting on its uniFI platform launched on Tuesday with a slew functionality to make the contracting experience a “one deal jacket” for […]

PenFed, Wells Fargo charity efforts aid vets

Two auto lenders are honoring armed service veterans in their latest community service campaigns, according to separate releases by Pentagon Federal Credit Union and Wells Fargo last week. PenFed served as the sponsor of the inaugural 2019 San Antonio Business Journal Veterans in Business Award, which honors 12 veterans in business and two veteran-owned companies […]

Westlake to underwrite mortgages for dealerships

Westlake Technology Holdings is establishing itself as a financier for dealerships “on all levels” with a program to provide commercial real estate loans to auto dealers, Group President Ian Anderson announced in a press release this week. The program, called Westlake Capital Finance, is the Los Angeles-based lender’s newest business venture to become a holistic […]

Toyota Financial Services eyes chatbots, messaging capabilities for 2021

Toyota Financial Services is "in the planning stages” to replace its entire telephony system, which will allow for customer service channels including messaging and chatbots, said Kim Cockrell, vice president of service operations. The Plano, Texas-based lender will move to a cloud-based system in 2020 and “hopefully we’ll see some early winds before 2021,” Cockrell […]

Toyota Financial Services revamps onboarding with digital-first mindset

PLANO, Texas — Toyota Financial Services is in the midst of transforming from a traditional financial services company to a digital-native organization, Kim Cockrell, vice president of service operations, told Auto Finance News. "We have been around for quite some time and manual processes still abound, so we're really pushing a quest to take an […]
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