Streamlining Auto Refunds: How Westlake Financial Reduced Costs, Friction and Risk – in Just 55 Days – with Onbe
Westlake Financial, the largest privately held finance company in the U.S., partnered with Onbe to overhaul its automotive loan overpayment refunds.
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The Opportunity
With approximately 10,000 automotive loan overpayment refunds issued each month, Westlake’s manual, check-based process was both time-consuming and expensive. The team spent significant time manually preparing spreadsheets and coordinating with check processors – a disjointed process that was both inefficient and costly. To streamline workflows, reduce expenses, and enhance the customer experience, Westlake switched to Onbe’s digital-first refunds solution.
The Solution
Westlake needed a comprehensive solution for managing refunds. Onbe’s flexible, digital refund solution offered:
- Reduced costs and manual effort by eliminating check fulfillment
- Full compliance coverage for unclaimed property handling with StateSmartSM
- Rapid implementation with easy integration, launching their program in just 55 days
- A superior customer experience, through faster, custom-branded digital refunds
- Full-service program management and support from Onbe’s expert team
Results
“Onbe removed the internal costs and labor associated with our processes while creating a more user-friendly payment experience for our customers,” - John Mason, Senior Vice President of Operations at Westlake.
Today, thanks to Onbe’s modern solution, Westlake has nearly eliminated the labor and operational costs associated with issuing refunds. Customers now benefit from secure, digital payments that offer both speed and convenience, while Westlake can focus on core business activities and driving growth, rather than administrative tasks.