Jack Milligan, editor-at-large for Bank Director
When Gregory Garrabrants took over in 2007 as president and chief executive officer at BofI Holding, an 18-year-old internet banking pioneer, he brought with him the radical idea that a technology-centric business model didn’t have to sacrifice good customer service on the altar of high efficiency. Ten years ago, according to Garrabrants, the company was focused on an “extraordinarily low cost model” where the company wanted to have little, if any, in-person interaction with its customers, but instead push them entirely towards the bank’s online channel. “One of the things I wanted to do was have a very strong customer...
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Jack Milligan is editor-at-large of Bank Director, an information resource for directors and officers of financial companies. You can connect with Jack on LinkedIn or follow @BankDirectorEd on Twitter.