Digital-only banks face a particular challenge:

How do you create that human touch without having the physical human touch?

As a branchless entity, Axos Bank has been tackling this tricky problem for the last 20 years.

Anthony Capizzano, the institution’s SVP of Direct Consumer Lending, joins the show to share the different ways they maintain a high-quality, high-touch relationship with their consumer base.

We discuss:

- The importance of soft touch points in a digital landscape

- Employing product specialists rather than customer service reps

- How electric vehicles are disrupting auto lending

- Upgrading systems incrementally through smaller value-adds

To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.

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