Maximizing Your Share of Member and Indirect Auto Loans. Bob Child Chief of Staff

Transcription

1 Maximizing Your Share of Member and Indirect Auto Loans Bob Child Chief of Staff

2 Dealers and Retailers 10,700 U.S. and Canadian dealers Over 250 Retail establishments 10 Mil. AAA members Credit Unions 1,080 credit union lenders connected 34 million US credit union members International footprint ~ 6 mil. Desjardins members AutoBuying Solutions 1.3 Million car inventory Loan Origination & Data Analytic Solutions Concierge Autobuying Aftermarket and Fee Based Solutions

3 Maximizing Your Share of Member and Indirect Auto Loans What we will cover Market for auto loans remains strong Consumers see Auto Buying + Auto Loan as one event Capturing more auto loans requires Getting to buyers early Understanding what is influencing them Building relationships with dealers Making the human connection

4 Auto Lending Industry Trends

5 Car Sales in 2014 Expected to Reach Pre-Recession Levels New Car Sales Used Car Sales (units in millions) (units in millions) Source: New Car Sales Automotive News; Used Car Sales CNW Research

6 Source: CNW Research Auto Sales Growth Rates Return to Normalized Levels Annual Growth Rate in U.S. Vehicle Sales New Cars Used Cars Forecast

7 Aging Vehicles Helping Fuel Car Sales Average Age of Vehicles on the Road: 10 Years Aging autos bolstering car sales Source: Experian Automotive as of December 31, 2012 (U.S. light duty vehicles only)

8 While Sub-Prime Loans are Up, Approval Rates Remain Low 100% 90% 80% Auto Loan Application Approval Rates 96.2% 89.0% 70% 60% 50% 40% 30% 20% 12.5% 10% 0% Recession Jan-07 Sep-07 Jan-08 Sep-08 Jan-09 Sep-09 Jan-10 Sep-10 Jan-11 Sep-11 Jan-12 Sep-12 Jan-13 Sep Prime Near Prime Sub Prime Source: CNW Research

9 Auto Loan Durations Extending Longer Credit Union Auto Loan Maturities September 2013 YTD +7.4 pct pts +3.9 pct pts +1.1 pct pts?? 96 mos Source: CUDL System

10 Thin Margin & Competition in Prime Markets CU New Auto Loan Interest Rates CU Used Auto Loan Interest Rates Source: CUDL System

11 Nationally CUDL Credit Unions Rank as a Top 5 Market Lender Top US Auto Lender Rankings through September Rank 2012 Rank Auto Lender Loans YTD Growth 1 2 WELLS FARGO DEALER SERVICES 812, % 2 1 ALLY 715, % 3 3 CHASE AUTO FINANCE 671, % 4 4 TOYOTA FINANCIAL SERVICES 645, % 5 8 CREDIT UNIONS 545, % 6 5 CAPITAL ONE AUTO FINANCE 526, % 7 7 AMERICAN HONDA FINANCE 505, % 8 6 FORD MOTOR CREDIT 466, % 9 12 BANK OF AMERICA 364, % NISSAN INFINITI FINANCIAL SERVICES 329, % Loans are retail sales of franchised and independent dealerships. Fleet sales are not included. Data includes the 46 states for which lienholder information is available. Credit union loans shown are through the CUDL Program. Source: AutoCount, an Experian Company

12 Consumer Feedback on Auto Loans 12 Credit Union Focus Groups across U.S. Nationwide survey of more than 1,000 recent auto buyers

13 Consumer Beliefs: True or False Car Dealers will always find you the best loan rate. Auto loan refinancing costs a lot and you need to make 6 months of payments to be eligible. Credit unions may have better rates, but you have to have perfect credit, or you have to be in the club to qualify. Borrowing for the car is just the last part of buying the car. It s part of the same event. A car loan is a car loan is a car loan. Just get the best deal!

14 Gen Y Now Influences More Than Half of All Auto Loans 21% of US Population 40% of Auto Purchases 21% Gen Y 40% Gen Y 61% of Gen Y have directly influenced their parents automotive purchasing decision 69% of Gen Y say they will purchase a used vehicle in the next 24 months Source: CU Direct Research Census, Deloitte Automotive Generation Y Survey

15 Gen Y See Financing Differently 60% would prefer not to go into an auto dealership and would rather shop online. 82% say they don t want to enter the F&I office. Desire pre-approval and completing documentation in advance. 53% say a bad experience with a lender would cause them to not consider the lender ever again. 57% want to avoid face-to-face contact in the lending process. Would rather research and apply online. If rates not easily found, they will move on. Source: CU Direct Research, Deloitte Automotive Generation Y Survey

16 Triggers of Vehicle Purchase Vehicle issues Age and fear of maintenance Mechanical Problems/Breakdown Gas mileage Accident/Urgent situation Safety New job: gas mileage/long commute; work requirements, truck needs; extra money Life change Opportunity/Whim Change in family status: e.g., having a child, getting married or divorced Sister needed a car Mom wanted to sell car Had a dream car and found it Had the money and now was the time. New car model came out Source: CU Direct 2013 Research Study

17 What Triggers Consumers to Buy Vehicles? Time trigger: 7-8 years Source: CU Direct 2013 Research Study

18 Source: CU Direct 2013 Research Study Finding a Vehicle: Where Do Consumers Search Online?

19 Where Do Consumers Search Online for Financing? USED vehicles: 1. NONE (2/3 rds ) 2. PFI: 1-in-4 3. Other: < 1-in-10 USED NEW 65% 66% NEW vehicles: 1. NONE (2/3 rds ) 2. PFI: 1-in-5 3. Other: < 1-in-10 26% PFI 18% None Source: CU Direct 2013 Research Study

20 Perceptions of Pre-Approvals Empowers the member better negotiating position Expedites paperwork. Consumers don t know benefits until experienced. Consumer Vast majority recommended seeking pre-approval next time. CU Credit Union Significantly aids in securing the loan; but no guarantee. Provides opportunity for personalization/relationship building Source: CU Direct 2013 Research Study

21 Pre-Approvals: Did Buyers Seek Them? > 7 in 10: NO But > 25%: YES Source: CU Direct 2013 Research Study

22 Did Pre-Approved Consumers Finance with Pre-Approval Provider? USED NEW No 29% No 20% Yes 71% Yes 80% Source: CU Direct 2013 Research Study

23 Build Dealer Relationships The Power of the Dealer Emotions are about the car, not the financing. Financing done at dealer. Expectations of best rate at dealer. Consumers don t distinguish buying from borrowing. Impact? Lost pre-approvals to dealer-provided rate. Lost loan due to not being open when buying. Lose/Gain loan due to convenience or incentives.

24 Payment & Rates Rule! Nonmembers sought the best payment/rate. Members sought the best payment/rate. Despite STRONG relationships, Members still only basis points away from financing elsewhere. De-commoditizing the loan: Unless you create a compelling value-add beyond price (payment and rate), then you are a commodity and low price will always win. What is your relevant distinction?

25 What Was Very Important to Consumers in Choosing Their Lender? Source: CU Direct 2013 Research Study

26 Loyalty is a Matter of Basis Points Loyalty is 25 basis points. From depending on: Relationship Dollar amount Convenience Speed and Ease Perceived ongoing value of one-stopshop Access at closing

27 Selling More than Price (Payment & Rate) Car loans = commodities: If rate and payment are the only distinctions lowest wins. Opportunities for distinction include: Expedited Paperwork Processing One-stop shopping/convenience Support in Steps of the Buying Process Skip-a-pay Consolidation of debt (incl. vehicle loan) Enable pay-off-sooner options/bonuses Human Connection

28 Source: CU Direct 2013 Research Study Which Lenders Did You Consider Before Buying?

29 How Many Loan Provider Options Did the Dealer Present to the Consumer?* Most Consumers see 1 Offer at the Dealer! *Among Consumers who financed at the dealership. Source: CU Direct 2013 Research Study

30 How Often Did Consumers With an Intended Lender, Finance Elsewhere When That Lender Was Closed? NEW 12.2% USED 25%! 25.0% Source: CU Direct 2013 Research Study

31 Source: CUDL System Over 25% of Indirect Applications Submitted After Hours and Sunday

32 Underwriting flexibility and Dealer Relationships Keys to Improving Indirect Loans 45% Credit Union Auto Loan Avg. Indirect Look-to-Book Ratio 40% Large Credit Unions 35% 30% 25% Medium Credit Unions 20% 15% 10% Recession Small Credit Unions Source: CU Direct 2013 Research Study

33 The Human Connection I always see Maria at the cemetery. I got a new car loan and then received advice to get a line of credit and a credit card all through one phone call. They took care of me and my family. Now I just go to them; it s a no brainer. USAA I was pre-approved over the phone is less than 1 minute while in traffic on the 101. Source: CU Direct 2013 Research Study

34 Converting Indirect Members to Multi-product Members What Consumers say does Not work Credit card point programs Generic member point programs Any complex, multi-product scheme What Consumers say will work Upfront payment; $150 Assistance with paperwork Free online banking for Gen Y Loan consolidation High interest rate savings programs Proactive help (personalization) not selling Thank them for their business Source: CU Direct 2013 Research Study

35 How do Credit Unions Reach Gen Y Auto Buyers? Traditional Marketing/Selling Methods are Less Effective They do not care: what we think what the usual process is Not comfortable with discounts, point programs, and gimmicks Want it 24/7 on their terms Gen Y Wants to Own the Decision Accommodate their shopping preferences Present clear, easy to find, quick, online materials Focus on needs/benefits based selling not cost value More flexibility in options that let them own decision Personalized approach to cut through clutter of other offers Simply ask which product offering will benefit them most. They will respond based on safety, dependability, convenience, and performance Source: CU Direct 2013 Research Study

36 Opportunities for Action Rates/Payments Rule: unless you de-commoditize sell more than rate/payment. Target Key Triggers for purchase: 7-8 Years; Life change; Know your Members (build relationships) Build Relationships with Dealers Build Relationships with Influencers (Parents, Friends, Mechanics, Other) Online: Go where consumers go. Mobile: Offer sales/financing tools Offer Incentives. Motivate action. Get Pre-Approvals: sell the empowerment and convenience. Consider Extended Shopping- Hour Access Lessen the Dealer-Factor: Car Sales, Pre-Approvals, Auto Buyer Make the Human Connection Proactive, Altruistic, Member- Specific, Need/Interest-Driven Solutions. On-Phone In-Branch At Work In the Community

37 Auto Buying + Auto Loan = One Event

38 Bob Child Chief of Staff, CU Direct Corporation