At Bank of America’s auto division, preserving a personal touch is key to engaging with consumers, according to Duane Freeman, the bank’s senior vice president of consumer vehicle lending and national sales executive.

“In our client direct auto product, 55% [of loans] are digitally originated, but only 8% of those transactions are unassisted where the consumer never talks to an associate,” Freeman said. “Even if you build the utopia of digital retailing, the consumer still wants high touch and you have to have that in your process flows.”

Our sister publication Auto Finance Excellence asked Freeman five questions to find out what his goals are; advice that helped him succeed in an ever-changing industry; and a surprising fact that his colleagues would never suspect.

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