Categories
Business Growth F&I

Is Dealership Customer Retention Your Priority?

Steve Roennau Vice President Compliance EFG Companies
Contributing Author:
Steve Roennau
Vice President
Compliance
EFG Companies

With the auto loan market leveling out, and analysts predicting a more modest pace of growth in 2015, what are you doing to increase your market share?

Recently, both Experian and Equifax stated that a subprime bubble has not formed because of the lending community’s control over the pace of market expansion. However, neither entity recommends loosening credit standards, but rather maintaining control or even tightening restrictions as the year plays out. This places limits on traditional means for subprime lenders to compete. However, a more level market also means there is more opportunity to gain prime consumers while balancing risk.

In the same way that many prime lenders welcomed subprime consumers in the aftermath of the Great Recession, smart subprime lenders are looking to expand in the near-prime and prime spaces. In fact, Equifax found that over a three-year time period, consumers with deep subprime credit scores who took out a subprime auto loan were four times more likely than those without an auto loan to improve their score to a level above 640. In aggregate, subprime consumers with auto loans improved their credit score by a median of 52 points, which is a 62.5% improvement over the median score change of the group that did not take out a loan.

However, for dealers, keeping those customers is no small feat. Ask yourself the question: how am I helping my dealer partners in their customer retention efforts?

This starts from the very moment the dealer contacts the lender to initiate an auto loan. With consumers demanding a shorter car buying process, F&I mangers need swift loan approvals to keep the process moving. So ask yourself, how am I facilitating quick approvals?

Categories
Compliance

2015 Compliance 101

Karen Klees, Certified Consumer Credit Compliance Professional

 

Contributing Author: Karen Klees, Certified Consumer Credit Compliance Professional, EFG Companies

2015 is here and the CFPB is keeping up the pressure on compliance regulation. Everyone is wondering what the year will look like. Will more lenders implement flat rates? Will the CFPB find a way to extend their influence into the F&I space? Will Congress step in and impose restrictions on the CFPB? With so much up in the air, dealerships and lenders alike are waiting with baited breath to see what 2015 has in store.

As your new year’s resolution, focus on and hone your lending institutions operations by focusing on the following:

  • Developing a robust compliance management system;
  • Managing complaints; and,
  • Understand the role your vendors play in compliance.
Categories
F&I

Is Your Product Administrator Holding You Back?

Contributing Author: Brien Joyce

 

Contributing Author: Brien Joyce, Vice President, Specialty Channels, EFG Companies

2014 marked another record year for auto sales, and subsequently more lenders expanded their portfolios into the subprime realm. With dealerships having an average of 10 lenders with which to place loans (according to Dealertrack technologies), lenders are now concerned with sustaining 2014 results and staying ahead of the pack. Smart lenders have taken the opportunity to increase loan volume by tapping into a rising dealer need and providing complimentary consumer protection products on their loans. Examples include vehicle return, limited powertrain, tire and wheel coverage, etc. with an option to sell upgrades. However, this also means that lenders need to be extremely selective as to whom they choose as their F&I product administrator. That company’s customer service will ultimately directly affect dealership, and therefore lender, profitability.

With 2015 just ramping up, now is the time to pay attention to what makes a product administration partner reputable and dependable. Those proof points can help overcome consumer concern in the F&I office, as well as increase customer retention for both your institution and your dealership partners.

Proof points to pay attention to include the company’s investment in customer service training and technologies, customer service awards and recognitions, and professional certifications like the National ASE Blue Seal of Excellence. However, what really sets a product administrator apart is transparency. When evaluating whether your product administration partner is holding you back, consider whether they provide information on: