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Carvana’s 7-Day Return Policy Boosts Retention Rate

Carvana’s seven-day return policy has resulted in a single-digit return rate, Christina Keiser, vice president of strategy, said at the Auto Finance Sales & Marketing Summit last month. "Carvana return rates are in the mid- to high-single digits, and about half of those are swaps — meaning, a customer exchanges the original vehicle for a […]

Carvana Turns to AI For Customer Support

SAN DIEGO — Carvana is integrating a conversational artificial intelligence platform into its customer support channels, Christina Keiser, vice president of strategy, said at the Auto Finance Sales and Marketing Summit last week. Propel.AI, which Carvana bought last year, is in the early stages of testing. “We think the human touch is important,” Keiser said. […]

Bank of America Expects Direct Volume to Match Indirect Within 5 Years

SAN DIEGO — Bank of America‘s direct loan portfolio may catch up with its indirect portfolio as soon as 2022, Duane Freeman, senior vice president of consumer vehicle lending and national sales executive, predicted during a panel discussion at the inaugural Auto Finance Sales & Marketing Summit on Monday. “We do see a future within the […]

Carvana’s VP of Strategy Talks Customer-Focused Financing at the Auto Finance Sales and Marketing Summit

Carvana’s Vice President of Strategy, Christina Keiser, will join the Auto Finance Sales and Marketing Summit at the Omni San Diego for a dynamic presentation entitled, “Customer First, Facilitating a Seamless Buying and Lending Experience.” The presentation — which takes place on Monday, May 13, at 3:00 p.m. PT — will explore how lenders can […]