Articles by: Marcie Belles

Designing the Customer Experience: A Lesson in Data Analytics

Designing the Customer Experience: A Lesson in Data Analytics

Lenders might feel restricted by the recent rise in regulatory requirements, but instead, they should use the guidance to create a better customer experience. That was the message from Kevin Moss, chief risk officer for Wells Fargo & Co.’s consumer lending group, to debt collectors and risk managers at aRead More

Proper Training, More Flexibility Critical for Millennial Employees

Proper Training, More Flexibility Critical for Millennial Employees

The times, they are a-changing. It’s just as true now as it’s always been, even if Bob Dylan is more difficult than ever to understand and the folks who first listened to his records are the ones being told to get out of the new road if they can’t lendRead More

How to Get the Right People on Your Team

How to Get the Right People on Your Team

In a world dominated by smartphones and tablets, by mobile sites and apps, by Twitter and Facebook and Linkedin and loads of other social media sites, it can be easy to forget the most crucial part of most businesses: the people who actually do the job. This dynamic holds trueRead More

VW’s Harris Spells Out Role of Communication in Risk Management

VW’s Harris Spells Out Role of Communication in Risk Management

People can’t always understand what you’re saying. That was the message from Bruce Harris, vice president and chief risk and strategy officer at Volkswagen Financial Services, to attendees at the 2013 Auto Finance Summit. In a nutshell, Harris said, effective communication is a critical component of risk management. “We assumeRead More

A Look Into the Future of Payment Technology

A Look Into the Future of Payment Technology

With driverless cars on the horizon, how soon before virtual currency becomes a new form of payment for auto loans? For decades, auto loan payment options have been dominated by hand-written checks and pay-by-phone capabilities. In recent years, online channels have become available. But as the technology available to customersRead More

Six Strategies for a Solid Vendor-Management Program

Six Strategies for a Solid Vendor-Management Program

The Consumer Financial Protection Bureau’s first auto finance-related enforcement action zeroed in on vendor-management procedures. The takeaway for lenders: Beef up oversight of service-provider partners or risk becoming the focus of CFPB’s next enforcement action. Michelle Shaffer, chief executive of CARMA LLC, a compliance consultancy for the debt-collection industry, offeredRead More

5 Tech Ideas to Spark Growth

5 Tech Ideas to Spark Growth

5 tech ideas to spark growth at auto finance companies large and small