RouteOne Blog

The webinar we’ve all been waiting for: Adverse Action & Risk-Based Pricing – May 22nd:

Francis Gojcaj — Tue, 21 May 2013 13:49:00 GMT

The webinar we’ve all been waiting for: Adverse Action & Risk-Based Pricing – May 22nd:

RouteOne will be providing dealers and industry attendees an overview on the legal landscape surrounding both Adverse Action and Risk-Based Pricing and instructions on how to best utilize RouteOne to manage compliance.

The webinar is scheduled for May 22nd at 1PM EDT. To register for this event or to see a list of other FREE webinars provided by RouteOne, please visit the URL below.

www.routeone.com/freewebinar

What's new at RouteOne this month?

Francis Gojcaj — Wed, 24 Apr 2013 19:34:00 GMT

A new look for your Deal Summary.

RouteOne is launching several enhancements in April. Your feedback, as well as that of our finance source partners, has helped us to develop a new and improved version of RouteOne’s Deal Summary that includes 50 new fields (provided your finance source supports the changes). This new layout offers your dealership a more attractive display (including separate boxes for new deal structure, finance terms, and collateral).

Pilot dealers have been selected, the Pilot program has begun, and all dealers who participate in the Pilot will have the option to switch back between the “updated” and “classic views” on a deal-by-deal basis.

To Delete or Not to Delete, That is the Question

RouteOne has enabled Dealership System Administrators (DSA) to manage the deal deletion process for their dealership. How does this benefit your dealership? You will have additional security over your portfolio of credit applications, which helps prevent the accidental deletion of deals. This new functionality will help keep a clear audit trail and ensure that you are able to retain any information from a deal, even after it was closed.

This feature can only be accessed by a Dealer System Administrator. DSAs may activate this feature by selecting the ‘Preferences’ link in the ‘Admin’ tab within the main navigation bar in RouteOne. Scroll to the “Delete Deals” section and click on the box labeled “Dealership’s ability to ‘Delete Deals’ is active.” DSAs may add up to three email addresses that they wish to be notified when data settings are changed.

FREE Adverse Action and Risk Based Pricing Webinar May 22nd!

Francis Gojcaj — Mon, 01 Apr 2013 19:23:00 GMT

Last year, our most popular compliance webinar was “Managing Adverse Action.” This year, we’re bringing it back and adding Risk Based Pricing. The webinar will provide an overview on the laws surrounding both Adverse Action and Risk Based Pricing, an analysis of the current regulatory environment, and instructions on how to best utilize RouteOne to manage compliance.

The webinar is scheduled for May 22nd, 2013 at 1PM EDT. To register for this event or to see a list of other FREE webinars provided by RouteOne, please visit FREE WEBINAR.

A Newbie’s Guide to F&I

Francis Gojcaj — Wed, 20 Feb 2013 23:48:00 GMT

by Marv Eleazer (FI Mgr) at Langdale Ford in Valdosta, GA

Article sourced from www.fi-magazine.com

When His Madness asked his F&I friends to provide some words of wisdom to F&I newbies, he found a few nuggets of advice for grizzled vets as well.

I’ll never forget that late-spring day when I got my “first chair” — dealership jargon for my first F&I gig. I had been gunning for the position for some time, but I was passed over in favor of an outsider. But opportunity came knocking a few weeks later and, well, I answered the door.

It didn’t take long for the newness to wear off and for me to discover that the job required a lot more skill and talent than I had imagined. Man, what I would have done to have someone mentor me during those earlier years. I could have skipped over a lot of bad habits. That’s why I decided to collect some words of advice from some of my F&I buddies to help you avoid the costly mistakes I made.

1. “Don’t take the job for granted.” Great advice from Chris Cochran, a dealer development specialist with Resources Management Group. In 2011, Cochran’s F&I team at Massachusetts-based Haddad Dealerships was named an F&I Pacesetter, an honor the magazine issues annually.

2. “You’re either going to be compliant or you’re not.” Great words from my friend Randy Hartis, an F&I pro from Greensboro, N.C.

3. “F&I can be a lifetime career with massive benefits and a very rewarding future, but they have to learn and master the basics.” Great words from Tom Wilson, who served as F&I director for Michigan’s Riverside Auto Group when it was named the magazine’s F&I Dealer of the Year in 2010. He now serves as a dealership development manager for American Financial & Automotive Services Inc.

4. “F&I is the most important chair in the selling process. Any great dealer principal, general manager or general sales manager has sat in that chair at one time in their career.” That message came from Wendell Hardy, a general sales manager at a Mercedes-Benz store in Florida. Hardy also is a former dealer.

5. “Don’t rely on the ‘We’ve always done it this way’ mentality.” That great advice comes from Jim Radogna, president of California-based Dealer Compliance Consultants. Old-timers offering old-school advice to newbies is like a rite of passage in some stores. The good news is there are plenty of resources online to help you verify those lessons, including the F&I Forum and my Ethical F&I Managers page on Facebook.

6. “Lead by example. Don’t lie, cheat or steal.” This great advice comes from Daniel Kennedy, an F&I pro from Florida. He also recommended that newbies befriend their bankers to learn what niches they serve and how to rehash a deal.

7. “Never let someone push you into doing something you don’t feel comfortable with.” Great words from my friend Heidi William, an F&I pro from Montana. Listen, your role as an F&I manager is to protect the dealership — either from bad deals or legal troubles. That means you have to stand up for what’s right.

8. “Don’t worry about the PVR the first month. Concentrate on your paperwork.” I got these words of wisdom from Walt Dobrowski, a California-based trainer. He also suggested that newbies constantly read and reread all of their contracts and brochures until they fully grasp the information contained in them. Hey, you can’t sell what you don’t know, right?

9. “Treat sales staff like you treated your customer when you were out on the lot, no matter how ridiculous and, yes, stupid they act.” Sound advice from my friend Klay Kelso, a sales trainer with The Plateau Group. Remember, your salespeople will be the ones sending you the business, so treat them accordingly.

10. “Paperwork first. Learn how to sell the products and present the menu and the PRU will come.” Those words were uttered by Dina Wilson, an F&I director from Cumberland, Md., and the 2012 F&Idol winner. Wilson is a big believer in training. Her motto is: “Amateurs practice to get it right. Professionals practice so they don’t get it wrong.”

11. “Don’t overcomplicate things. Stick to the process.” Great words from my friend Steve Sipes, an F&I pro from Florida. Like Wilson, Sipes is a big believer in constant practice. He said the goal should be to practice until the pitch becomes second nature. When that happens, you’ll be able to add your own spin.

12. “Learn the paperwork, master the products, understand your role, and don’t stop practicing.” Leave it to my friend Herb Ray to sum it all up. Ray has only been in the box for a little over a year, but it’s clear he’s picking things up quickly.

There is plenty to learn and absorb when you’re a newbie, so stay green, be honest and keep learning.

Marv Eleazer is a finance manager at Langdale Ford in Valdosta, Ga. E-mail him at marv.eleazer@bobit.com.

Protecting Your Customer Data

Francis Gojcaj — Fri, 01 Feb 2013 14:12:00 GMT

Protecting Your Customer Data

In early 2013, RouteOne will implement enhanced security measures to your RouteOne login process. Why is this necessary? We want to significantly improve the security surrounding your login protocol AND allow you to better protect your non-public personnel information (NPPI) as required by the Gram-Leach Bliley Act. In the near future, RouteOne will require additional information during your password reset process, including three answers to ‘challenge’ questions and a valid email address that only YOU may access. Upon submission of the challenge answers and email address, you will be directed to the dealership selection (if you have more than one dealership) or directly into RouteOne. Sound complicated? If you have used online banking, you should already be quite familiar with the process.

Additionally,

You will only register the challenge questions one time. This step will not be repeated unless your questions are ‘cleared’ by your DSA or a RouteOne Help Desk or Business Operations representative because you have failed to recall the answers.

You will have the ability to review your challenge questions and answers at any time through the “My RouteOne” link at the top right hand screen in RouteOne.

Moving forward, you will be asked to answer one of your challenge questions when contacting the RouteOne Help Desk for assistance.

Once you have completed the new password setup requirements, you will be asked at a later date to validate any number of devices to your User ID and Password (e.g. laptop, desktop, smartphone, and tablet). More information on this feature will follow in Q1 and Q2 2013.

2013 NADA Convention and Expo in Orlando, FL

Francis Gojcaj — Tue, 15 Jan 2013 23:27:00 GMT

The 2013 NADA convention will take place February 8th- 11th in Orlando, FL. RouteOne, along with over 500 exhibitors, will be showcasing both new and familiar products and services to dealers throughout the nation. There will also be over 40 workshops on Managing Dealers, New Internet Solutions, Sales and Finance, and much more! Keynote speakers will include Hyundai CEO John Krafcik, and motivational speaker and Commander of the Space Shuttle Endeavor, Mark Kelly, among others.

RouteOne is pleased to announce that we will introduce the industry’s newest, fully-integrated online retail solution at NADA, in booth #1629! Visit the RouteOne booth to learn more about what will surely become your favorite new RouteOne product! Our safe and secure online solution offers:

a robust application accompanied by an informative video that guides your customer through the application process
in-line data validation which prevents errors
mobile access for both dealers and customers
integration to your dealership’s CRM and 3rd third party sites; and
fully customizable to fit your needs.

During NADA, we will offer our valued customers a special promotion. If you can't attend NADA, feel free to contact us directly for more information.

Finally, to kick off this year’s NADA event, on Saturday, February 9th, RouteOne will be hosting a Customer Event at Jimmy Buffet's Margaritaville at the Universal City Walk in Orlando! From a volcano flowing with margaritas to suspended airplanes, Margaritaville is more than a restaurant – it’s a state of mind! If you’re planning on attending NADA and would like more information on our event, please email Suzi Straffon at sstraffon@routeone.com for more information.

RouteOne Group Compliance Dashboard

Francis Gojcaj — Thu, 13 Dec 2012 21:03:00 GMT

We were very excited to launch the Compliance Dashboard at the beginning of the year. Dealers rely on the Compliance Dashboard as a tool to help them monitor their Adverse Action, Risk Based Pricing, IDOne, and OFAC processes/procedures.

Many dealers, both those affiliated with small and large auto groups, asked that we build a Group Compliance Dashboard to meet their group reporting needs. RouteOne’s Group Dashboard allows the designated Group Administrator to monitor compliance activity across multiple dealer rooftops, and drill down to a specific store as needed. Like many of our products, the Group Compliance Dashboard is FREE! There are a few simple steps required to activate your Group Dashboard:

You must have a Group Dealer Participation Agreement (DPA) for all dealer group dealers

You must be designated as a Group Administrator

You must have access to every store in the group

The Group Compliance Dashboard provides aggregated compliance data to a dealer group user. The data on the Group Dashboard will be current as of the previous day, but clicking the hyperlinked dealer name will navigate the user to that dealer’s Compliance Dashboard (which contains real-time data), provided the user has permissions for that store.

For more details, contact customer support at 866.966.0663 or click here for more details https://www.routeone.net/marketingmessage/docs/R1_Release_12.11.pdf

Payoff Quote Functionality

Francis Gojcaj — Fri, 07 Dec 2012 20:15:00 GMT

How often are you utilizing the Payoff Quote feature in RouteOne? Did you know RouteOne currently provides access to finance sources such as Bank of America, Chase, Fifth Third Bank, and Wells Fargo? Today, RouteOne is currently working with a number of other finance sources to provide Payoff Quote functionality.

For many Finance Sources, electronic payoff quotes offer lenders a great way to reduce costs and improve communication with Dealer Customers. Both Dealers and Finance Sources can realize increased efficiencies and reduced costs by accessing electronic payoff quotes on RouteOne. Here are a few of the benefits:

Increases efficiencies with both the Dealer and the Finance Source by eliminating or reducing potential lengthy phone call times

Provides an audit trail of the Applicant’s Payoff Quote, of which the printed version can be included in the Contract Package

Eliminates errors or miscommunication between Dealers and Finance Sources

More and more Finance Sources are asking their Dealers to utilize electronic payoffs. If you do not see the Payoff Quote Tab, or you do not see a specific lender with whom you would like to access electronic payoffs, please complete the Payoff Quote form on the right hand column of this newsletter.

Payoff Quote Request

Independent or “B” Lot Dealers

Francis Gojcaj — Thu, 11 Oct 2012 14:53:00 GMT

Vehicle sales are booming - but are you taking advantage of the boom at your dealership? There are thousands of independent auto dealers in this country. Many of them are “Buy here, pay here,” many offer financing, and some simply want customers to cut them a check for their vehicles. In which category do you fall?

In my experience as a business development/sales rep in dealerships, I have had the opportunity to meet hundreds of independent dealers looking for ways to increase vehicle sales. Establishing relationships with finance sources is a great start. If your dealership is a cash dealership, or perhaps a dealership with limited finance sources, this blog can provide direction to help establish your dealership and help it become a bigger player in the game.

Here are a few simple suggestions to start:

• Reach out to your local, regional, and national finance sources to notify them of your desire to create an established relationship

• Learn up front about finance sources’ requirements such as number of years in business, sales revenue, etc.

Realistically, your dealership may not yet qualify for a relationship with certain finance sources, but do not stop trying! Once you have a few finance sources established, determine their requirements for submission – do they require the app be submitted by fax, through a custom portal, or are they available on RouteOne?

From RouteOne’s free web-based credit application management system, you may manage your full book of business from a single portal. RouteOne is proudly owned by Ally Financial, Ford Motor Credit Company, TD Auto Finance, and Toyota Financial Services.

RouteOne has been endorsed as the credit application management system of choice by the National Independent Automotive Dealer Association (NIADA). RouteOne is a FREE tool utilized by thousands of franchised and independent dealers. “Route One is a major asset in helping our members grow their F&I business and profitability, enhance access to high quality auto finance companies, and ensure compliance,” said Scott Lilja, VP Member Services, NIADA. “Route One brings an extensive set of F&I tools to the independent auto dealer market and is helping streamline our industry's F&I loan origination process."

Let us show you why we are the portal of choice! Call your local business development representative or our customer support line at 866.933.0663.

How do you manage your contracts in transit? Here are a few helpful tips.

Francis Gojcaj — Wed, 19 Sep 2012 18:40:00 GMT

Finance Managers ask me: is there a better way to monitor contracts? I have noticed that many Finance Managers track their activity within the Deal Manager and do not use other helpful RouteOne tools to track contracts. If you are looking for an easy way to monitor contracted deals, try clicking on the “Contract Manager” tab located under the “Deals” tab.

The Contract Manager provides a variety of useful features:

The ability to search by customer name, finance source, or contract status (Booked, Funded, Contract Received, etc.)
The “Contract Held” tab provides a report that gives a summary of all held contracts with status date, reference number, customer data, finance source, age (in days), finance source contact, transaction type, VIN, and messages specific to the held contract
A summary of deals, along with total amount financed, reserve amount, net proceeds, and average age

Dealerships and Adverse Action - What’s the Big Deal?

Francis Gojcaj — Tue, 31 Jul 2012 18:53:00 GMT

Remember the days when it seemed like many dealerships didn’t pay attention to Adverse Action? In the past, dealers thought that banks would ‘take care of it.’ Today, dealers recognize that Adverse Action is their responsibility.

Due to popular demand, RouteOne will be presenting an Adverse Action webinar. While this webinar will not provide dealers any legal advice, it will feature a broad overview on the law, the required actions, and the RouteOne product solutions that can help keep your dealership in compliance.

Member(s) of RouteOne’s Legal Team will speak on Tuesday, August 14^th, 2012 at 1:00pm EST. If you, like many dealerships, find the current regulatory environment surrounding Adverse Action to be confusing, I would strongly encourage you and your colleagues to participate in this webinar.

To register, please visit www.routeone.com/freewebinar

In addition, RouteOne will be offering two more webinars on:

Security and Your Dealership, September 11th, 2012, 1pm EST

Compliance: 2012 Summary and What Lies Ahead for 2013, November 13th, 2012, 1pm EST

Can you guess the number ONE consumer-related crime in the U.S.?

Francis Gojcaj — Wed, 11 Jul 2012 15:21:00 GMT

If you guessed ‘Identity Theft,’ you’re correct! The Federal Trade Commission has reported that identity theft has been ranked as the number one consumer-related crime in the United States for the past twelve years. My experience serving dealerships has made me privy to countless horror stories about dealerships being tricked by fraudulent customers posing under the identity of someone else. This activity can end up costing dealers thousands of dollars.

However, thanks to innovative technology, dealers are able to fight back. One dealership used their electronic identity verification tool to identify a fraudulent customer who used a deceased person’s social security number while attempting to purchase a vehicle. The dealer alerted the compliance director, who then contacted local law enforcement. Within minutes, law enforcement arrived and apprehended the suspect, who was part of an identity theft ring in the local market.

Does your dealership utilize any tools that can verify and authenticate your customer’s identity? If not, please contact RouteOne for a demonstration of our ‘IDOne ’identity verification product, which also includes an Office of Foreign Asset Control (OFAC) check. Many RouteOne dealerships use IDOne as their number one form of defense against identity theft. We encourage you to try it as well!

https://www.routeone.net/marketingmessage/docs/R1_IDOne.pdf

http://www.examiner.com/article/identity-theft-fastest-growing-crime-america

http://wardsauto.com/news-amp-analysis/auto-dealership-systems-vulnerable-hack-attacks

Accessing Multiple Dealerships with One RouteOne User ID

Jesse Pappas — Fri, 18 May 2012 13:56:00 GMT

Do you have numerous franchises or dealerships that use RouteOne? If you are logging into multiple RouteOne systems by entering a unique username and password for each dealership, there is an easier way! Your RouteOne User ID can be associated with more than one RouteOne dealership. This means that you only need to remember one set of credentials to access multiple stores!

After your User ID has been associated with multiple stores, you will need to select the dealership with which you wish to conduct business. Below is an example of a RouteOne user associated to multiple dealerships within RouteOne.

Which dealership employees may best benefit from multiple associations?

Finance Managers, Compliance Managers, Sales Managers, and Owners that support multiple dealerships and franchises may need to enable their employees with access to multiple RouteOne dealerships.

For example, the dealership could create a RouteOne Dealer ID for all Brand X products and a separate RouteOne Dealer ID for all Brand Y products. By associating the RouteOne Dealer ID to both Brand X and Brand Y, the manager can now easily switch activity between accounts.

Allowing a user to switch between RouteOne Dealer IDs allows the user more time to work the deal and less time executing administrative tasks.

Set up:

Please contact the RouteOne help desk at 866.768.8301 to help associate your RouteOne Dealer IDs.

Did you know?

Jesse Pappas — Thu, 10 May 2012 12:38:00 GMT

RouteOne has created a feature to help you manage the safety of dealership user login information within RouteOne.

RouteOne will now display the date and time of the last successful user login in the upper right hand corner of the RouteOne screen. This feature will assist dealership personnel in verifying that their User ID has not been compromised.

If a user suspects that their User ID has been compromised, or sees a login time or date that they did not initiate, the user should immediately contact the RouteOne Help Desk at 866.768.8301 to begin an investigation.

Benefits of Credit Bureau Integration with RouteOne

Jesse Pappas — Wed, 02 May 2012 12:33:00 GMT

Running credit reports inside of the RouteOne platform can optimize your sales process. Consider streamlining your F&I process by managing all of your consumer credit applications, credit reports, and compliance activities within RouteOne.

Some of the benefits of credit bureau integration with RouteOne include:

Process and store credit reports and applications in the same system for maximum efficiency
Integrated access to ADP’s Credit Check, Reynolds and Reynolds’ CoreLogic Credco, and other resellers
Direct access to the three credit reporting agencies - Equifax, Experian, and TransUnion
60-day retention of credit reports pulled through RouteOne
Credit Reports pre-fill the credit application for quick submission to designated finance sources
Credit Reports pre-fill the credit score and consumer information on Credit Score Disclosure Notices (CSDN)

Who is your credit report provider and where do you run consumer credit reports?

You can access any credit bureau source through RouteOne by obtaining dealership account credentials (codes) from the credit bureau provider. Codes comprise a unique set of numbers and/or letters which provide your dealership with access to run credit bureaus. If you are unsure of your credit bureau codes, contact the company that invoices your store regarding credit bureau usage.

After you have received your credit report codes from the perspective supplier/vendor, you may enter the codes into the credit bureau setup in RouteOne. You will then be ready to view and run credit bureau reports – it is that easy!

Here is a list of consumer credit report providers for automotive dealerships:

TransUnion Client Services – (800) 730-0106

Experian – (800) 831-5614

Equifax – (800) 769-4073

CoreLogic Credco – (800) 694-1414

ADP Credit Check – (888) 424-6342

700 Credit – (866) 273-3858

NCC – (800) 709-7222

Pro Credit Express – (800) 942-0897

CSC Credit Services (800) 871-0196

For more information, contact the RouteOne Customer Support team at 833.933.0663 or customersupport@routeone.com.

Free Windows® Phone 7 app

Jesse Pappas — Tue, 24 Apr 2012 21:38:00 GMT

RouteOne offers dealers an industry-leading suite of free mobile tools, including apps available for use on the iPhone®, iPad™, iPod®, BlackBerry®, Android™, and now, Windows Phone 7. RouteOne.net is also compatible with the mobile browsers for iPhone, iPad, iPod touch®, Android devices, and now, Internet Explorer on Windows® Phone.

The direct link to the RouteOne app is: http://www.windowsphone.com/en-US/apps/c296a1cc-a164-4b80-b2c9-a0ae7e398a79.

In addition to accessing the Windows Phone Marketplace directly through a Windows Phone device, the app may also be accessed from any web browser at the following URL: http://www.windowsphone.com/en-US/marketplace.

Please contact RouteOne Customer Support at 866.933.0663 or customersupport@routeone.com with any questions.

Enhanced functionality available in RouteOne

Jesse Pappas — Thu, 19 Apr 2012 18:33:00 GMT

New functionality is available in RouteOne.

Key improvements include:

Ability to Auto Generate Credit Score Disclosure Notices upon Credit Bureau requests
Customer Score Graphing for Credit Score Disclosure Notices
WebApplyOne enhancements
Additional mobile security settings
MaximTrak added to F&I Connection within RouteOne

To learn more, contact RouteOne Customer Support at 866.933.0663. Or, contact your RouteOne Business Development Manager for further information.

Internet Explorer Compatibility View

Jesse Pappas — Tue, 10 Apr 2012 18:08:00 GMT

Have you recently upgraded your browser to Internet Explorer (IE) 9? Have you noticed that some web pages look differently since your upgrade? This may be caused by a compatibility issue with your browser. Some websites that were designed for an earlier version of Internet Explorer may look differently in IE9.

Turning on the ‘Compatibility View’ may help correct these pages. If you have experienced issues with misplaced or condensed tabs, try using the Compatibility View, which will display the website you are viewing as if you were using a version of IE prior to IE9. To turn on Compatibility View, click the small blue ‘broken page’ icon in the navigation toolbar:

If a webpage does not open or appear to load correctly check for pop-ups interfering with the page. You may also want try to close and reopen the browser.

If you have not already downloaded IE9 you can by visiting www.microsoft.com/IE9 .

You may also try viewing the webpage in another browser, like Safari, or Chrome

RouteOne currently supports several browser and browser versions. If you find you are having browser issues with RouteOne, call the Help Desk at 866.768.8301.

Download IE9 here: www.microsoft.com/IE9.

Overlooking Red Flags is Risky Business

Guest Blogger — Mon, 26 Mar 2012 16:16:00 GMT

By: Jim Radogna

The new federal regulations that went into effect in 2011 have added to the never-ending compliance requirements that dealerships must contend with. Fortunately, most dealers have found that the Risk Based Pricing Notice and updated Privacy Notice requirements are pretty easy to handle. Utilizing the Credit Score Disclosure exception to Risk Based Pricing Notices and using the New Model Privacy Notices is relatively simple – just a few more forms to add to the pile. The Red Flags Rule is another story.

Red Flags regulations require a dealership to not only be a good citizen, but to be a cop as well. There’s no two ways about it, if red flags are detected during a credit transaction, certain proactive steps are required that will create extra work and slow down the deal process.

Many dealerships are utilizing automated Red Flags programs to help stay in compliance with the new regulations. These programs, such as those available through RouteOne, are excellent and certainly make it easier to navigate the Red Flags Rule. However, there’s some due diligence required on the part of dealership personnel when potential “Red Flags” are detected by these systems. Unfortunately, this is not an uncommon occurrence. Fraud or active duty alerts on credit bureaus, address discrepancies, multiple recent inquiries, or multiple new accounts recently opened are just a few of the situations that are considered to be identity theft “Red Flags”.

During compliance reviews recently, we’ve been paying particular attention to how dealership employees are handling the new Red Flags requirements. Not surprisingly, we’re finding that in many instances when red flags are detected during a transaction, staff members are struggling with what to do next.

For instance, we’ve found a number of situations where the red flags program has prompted that a “high risk has been detected” and that “out of wallet questions are required”, but the questions have not been asked of the customer. While it can certainly be uncomfortable to ask a customer personal questions or request that they supply additional proof of identity or address, it is important that these steps not be avoided. If an identity theft does occur, and the system-recommended steps were not taken, it’s conceivable that the dealership’s exposure to liability will be increased dramatically. The same holds true in a situation where the dealer’s Red Flags procedures are audited by a regulator. Staff members’ proclamations that they had a ‘gut feeling’ that the customers were who they said they were will not likely be enough to satisfy the investigators. The fact that the employees were prompted to follow a particular procedure and failed to do so would almost certainly make matters much worse.

Training is a mandatory requirement of the FTC’s Red Flags Rule. Employees should be well-trained in all aspects of the company’s Identity Theft Protection Program and features of any automated Red Flags systems, including the proper procedures necessary if Red Flags are detected. The training should explain the spirit of the law as well. It is important that staff members understand that the Red Flags Rule requires employees to be proactive in attempting to prevent identity theft and that any shortcuts taken in the process can create extreme liability to the dealership.

Even the best Red Flags program is not infallible. Chances are that an experienced identity thief will succeed despite a dealership’s best efforts. That’s understandable. As long as the company can show that they have performed their due diligence and did not take any shortcuts, their exposure will likely be lessened dramatically.

Jim Radogna is the President of Dealer Compliance Consultants, Inc., a national training and consulting firm based in San Diego, California. Before founding Dealer Compliance Consultants, Jim developed a strong background in dealership operations, having spent over 15 years in dealership management. His experience includes working in diversified roles such as sales manager, F&I director, general manager, and training director. In addition, he served as compliance officer for a large auto group, where he developed and integrated a comprehensive compliance program. Being well-versed in all aspects of dealership operations, Jim has used his knowledge and industry experience to develop unique, no-nonsense compliance and reputation management solutions for automobile dealerships of all sizes. These programs are designed to not only protect dealerships from liability, but also greatly enhance the company’s reputation, increase profitability through consistent processes, and increase customer satisfaction and retention.

RouteOne Announces New Updates for Android™ app

Jesse Pappas — Wed, 14 Mar 2012 17:44:00 GMT

Now available - enhancements to the free RouteOne Android™ app, including the ability to forward ‘sent’ applications to a new finance source, securely text message with supporting finance sources, get payoff quotes, and capture leads into the Lead Manager within RouteOne. This additional functionality will also be available for the iPhone® in the coming months.

The additions enhance the base functionality of the app, which allows users to view and manage RouteOne deals and leads and request and view credit scores instantly, whether in the F&I office or outside the dealership. In addition to the Android app, RouteOne offers an industry-leading suite of mobile tools, including apps available for use on the BlackBerry®, iPhone, iPad™, iPod® and soon, for Windows 7 Phone. RouteOne.net is also compatible with iPhone, iPad, iPod touch®, and Android mobile browsers.

The RouteOne app will be automatically updated for users who turn on the automatic update feature in their Android phone. Others will need to update it manually (dealers should look for the new RouteOne app on their update notification list).

Dealers may contact RouteOne Customer Support at 866.933.0663 with additional questions.

RouteOne Compliance Dashboard Webinar (2:00 p.m. EST)

Jesse Pappas — Wed, 15 Feb 2012 13:06:00 GMT

RouteOne is offering dealers FREE training on the new Compliance Dashboard functionality within RouteOne. We are offering daily webinars through Thursday, 2/23. Register today!

RouteOne Compliance Dashboard Webinar (2:00 p.m. EST)

The RouteOne Customer Support Team will lead the trainings on 2/28, 3/1, 3/6, 3/8, 3/13, 3/15, and 3/20. The RouteOne team will help you:

Establish an understanding of actions that may be taken in the RouteOne Compliance Tab
Set up system preferences in the RouteOne system
Complete an action within the system in regards to:
- Identity Verification
- OFAC
- Risk-Based Pricing Rule – Credit Score Disclosure Notices
- Dodd-Frank Adverse Action Notices
- Run Compliance Reports within RouteOne

To reserve your spot, please visit www.routeone.com/DashboardTraining.

Questions? Contact RouteOne Customer Support at 866.933.0663 or customersupport@routeone.com.

RouteOne Unveils New Compliance Dashboard Functionality at NADA 2012 in Las Vegas

Jesse Pappas — Fri, 10 Feb 2012 16:41:00 GMT

During NADA 2012, hundreds of dealers and dealership employees visited the RouteOne booth to catch a demo of the new RouteOne Compliance Dashboard. The Compliance Dashboard will be available to dealers in mid-February 2012. This free tool allows a dealer the ability to visually evaluate their compliance status within RouteOne, including assessment of Identity Verification, OFAC, Risk-Based Pricing / Credit Score Disclosure Notices, and Adverse Action Notices.

Dealers may view transactions at a dealership or individual user level, and may customize the categories they wish to track and monitor.

Compliance is a significant issue within the dealer community, and many dealers expressed concern regarding the growing complexity of rules and regulations within the F&I office, particularly how challenging it can be to manage compliance duties within the dealership. RouteOne was pleased to demonstrate to dealers its comprehensive compliance suite, designed to assist with managing compliance and staying ahead of government regulations. In addition to the Compliance Dashboard, RouteOne offers identity verification, electronic document storage, Adverse Action/Credit Score Disclosure notices, and more.

Dealers interested in personalized training on the Dashboard or other RouteOne features may contact their Business Development Manager or RouteOne Customer Support at 866.933.0663.

Effective Tools for Finance Sources and Used Car Dealers

Jesse Pappas — Thu, 29 Dec 2011 13:57:00 GMT

RouteOne has served as an industry leader in the online credit application management space, helping automotive dealers and finance sources to enjoy a faster, more efficient credit application process. The services that RouteOne provides have helped automotive dealerships sell more vehicles and have also provided finance sources a channel to grow their business. RouteOne continues to build upon the list of active finance sources on the platform.

Many used car dealers have also taken advantage of the tools available on RouteOne. RouteOne is currently growing its lender base within the used car niche. The combination of a strong used car market and a large number of participating finance sources makes RouteOne an excellent platform for both franchised and used car dealers.

RouteOne offers a host of useful features to its finance sources, all of which enhance the dealer user experience:

eContracting
Rates and Forms
Reporting Suite
Payoff Quotes
Dealer Reserve Reports
Vehicle Values
Text Messaging
Contract Status
Deal Refresh

Using these tools enables a truly integrated process between the dealer and finance source, while maximizing customer satisfaction.

If you are a finance source interested in participating on the RouteOne platform or a dealer interested in viewing existing active finance sources on RouteOne, please click the appropriate button below and complete the form as directed.

What is Phishing?

Jesse Pappas — Tue, 20 Dec 2011 18:24:00 GMT

Phishing

Phishing is a form of social engineering. Phishing attacks use email to solicit personal information by appearing to come from a trustworthy company or organization. For example, an attacker may send an email that appears to be from a major credit card company, financial institution, or someone you know. The email will often ask the user for personal information such as user ID and password or provide a link to a bogus website (which appears to be a valid website) asking for the same information. Phishing attacks may appear to come from other entities that take advantages of the following:

Natural disasters (e.g., Hurricane Katrina, Indonesian tsunami)
Epidemics and health scares such as H1N1
Economic concerns, IRS scams or bank failures
Major political elections
Holidays

Precautions to take

NEVER provide anyone your user-ID and password, for any reason; RouteOne will never ask for this information, updates to the RouteOne website are accomplished through our software releases.
Do not give out employee or other information from unsolicited phone calls or emails. Verify where the caller is from and, ask for a name and phone number. Research the company and validate the person's employers. Valudate the phone number.
Never provide personal information or information regarding the company’s network unless you are certain that the person should have the information.
Never provide personal or financial information in an email or by clicking on a link.
Never click on a link in an email. Pay close attention to the URL; most will use a variation in spelling or a different domain (e.g., .com vs .net or .co vs .com).
Install and maintain anti-virus software, firewalls, and email filters to reduce some of the phishing emails.
Never leave confidential information in view of the general public. If you leave your desk, put papers in a locked cabinet and lock your computer.

If you think that you might have revealed sensitive information about the organization or the employees, report it to the appropriate person within your organization. Immediately change all passwords for each logon account. Consider reporting the event to the police and file a report with the Federal Trade Commission (http://www.ftc.gov/).

Social Engineering

Jesse Pappas — Tue, 20 Dec 2011 18:22:00 GMT

Social engineering

Social engineering is generally a hacker’s clever manipulation of the natural human tendency to trust. The hacker’s goal is to obtain information that will allow him/her to gain unauthorized access to a valued system and the information that resides on that system. It is also used to gain access to a physical area where confidential information is kept in paper form.

Security is all about trust. Trust in protection and authenticity. Social engineering preys upon the natural human willingness to trust and accept someone at his or her word; this leaves many of us vulnerable to attack and is generally agreed upon as the weakest link in the security chain.