Customer Experience | Auto Finance News

PenFed curbs canceled apps by increasing call volume

Pentagon Federal Credit Union is decreasing the number of canceled and withdrawn auto loan application thanks to a redirected focus on post-approval communication. The number of canceled and withdrawn applications is 40% less than what it’d typically be in any given month since jumpstarting the new initiative in the first quarter, Ivan McBride, vice president […]

Tricolor adds human touch to innovation

Tricolor Auto Acceptance adds a personal touch to its innovation initiatives when working on new products, President and Chief Operating Officer Don Goin told Auto Finance News. “When we’re working on new products, we use a customer-centric design thinking concept, which includes feedback from customers,” Goin said. Specifically, Tricolor employs a focus group approach when […]

GM Financial eyes AI for remarketing

GM Financial is leveraging artificial learning and advanced analytics to price off-lease inventory and optimize dealers' ability to sell those vehicles, Executive Vice President of Customer Experience Bob Beatty told Auto Finance News. Some of the questions GM Financial is tackling are: “What inventory should they buy and how much should they sell it for? […]

PenFed scales back balloon financing rollout

A residual based financing program that was anticipated to boost Pentagon Federal Credit Union’s balloon financing volume tenfold is ramping up slower than originally planned. “Maybe we overestimated a little bit what market acceptance would look like right away,” said Ivan McBride, PenFed's vice president of automotive lending products and sales. “It hasn’t ramped up […]

Oregon CU customizes loan rates with new digital platform

Oregon Community Credit Union has launched phase one of its digital platform, a move meant to “set the foundation” for the credit union’s new focus toward automation, Chris Whittaker, vice president of consumer lending, told Auto Finance News.  The Eugene, Ore.-based credit union, which originated $350 million in auto and RV loans last year, launched […]

Citizens One, VW Credit top dealer satisfaction survey

As vehicle sales slow and consumers look to secure financing outside the dealership, lenders’ credit analysts and sales reps are becoming critical elements in a smooth auto finance operation. That’s what the latest J.D. Power 2019 U.S. Dealer Financing Satisfaction Study found based on results from 16,800 retail credit and 2,100 floorplan provider evaluations from […]

Carvana ramps up car-buying business

Carvana is allocating more marketing dollars and technological capabilities to the company’s business of buying cars, something Chief Executive Ernie Garcia called “a significant fundamental step toward achieving our long-term goals.” As the company continues to expand geographically, light inventory has been a “pinch point” for Carvana, Garcia said in the company’s second-quarter earnings call […]

CarLabs readies phase 2 of AI-chatbot for Kia Motors Finance

Kia Motors Finance customers will be able to make account-specific queries online as soon as the first quarter of 2020, CarLabs.AI Chief Executive Martin Schmitt told Auto Finance News. The AI-chatbot developer integrated a navigational chatbot onto the captive’s website in April, which directs customers to the right resource and answers questions such as, “When […]
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