What exactly is Digital Audit, and why does it matter in today’s financial services landscape?
Digital audit uses advanced technology to simplify and automate the audit process, especially in finance. Traditionally, banks had to send auditors on-site with clipboards to manually check financed assets like cars, trailers, or mobile homes at dealerships. With digital audit, that’s all done through a mobile app. A dealer can simply take a photo of the VIN and vehicle, and the data is sent directly to the bank. This ensures the asset is where it should be, reduces costs, and speeds up the entire process.
In today’s financial world, it’s essential for maintaining compliance, identifying risks, and accessing real-time insights. It also saves banks from sending staff to thousands of locations manually. Since everything is digital, audit records are securely stored and easily accessible, making the process faster, more accurate, and future-ready.
As the US Lead for Customer Support in Digital Audit, what’s your specific role?
I handle everything from onboarding new dealers to resolving technical issues behind the scenes: like fixing API errors, checking image uploads, managing dashboards, and setting up users properly.
We offer different types of audits: NFC tag scans, image uploads, and soon, live video audits. So, I make sure all of these run smoothly for our clients. I also train new team members, help with hiring, and work closely with devs and project managers to keep everything aligned and functional.
From your perspective, what are the biggest challenges companies face when implementing or scaling digital audit solutions?
The biggest one by far is change management. Many companies are used to legacy systems, siloed data, and familiar routines, so even if a new process is clearly better, people naturally resist it. That’s true whether they’ve been at the company for years or just joined.
We’ve seen this with clients who were hesitant at first, but once they realized how much easier the digital audit makes things, they came around. One user told me she used to spend two full days auditing 750+ vehicles. Now, with the app, she cuts that time in half.
Aside from change management, another challenge is making sure everything integrates smoothly across platforms while maintaining data integrity. But honestly, nothing slows progress like human resistance to change.
With fraud on the rise and operational costs climbing, can digital audits really replace traditional inspections?
Absolutely, 100% to a large extent. Digital audit can replace many traditional inspections and even enhance them. As long as an asset has a serial number, it can be audited using our software. It enables continuous monitoring, real-time alerts, and better pattern recognition.
That said, human judgment still plays a role, especially when interpreting data or making decisions based on reports. But overall, digital audits are well on their way to becoming the new standard.
How do you approach building trust with clients or internal teams when dealing with sensitive audit data or issues?
Great question. For me, it all comes down to transparency, consistency, and accountability. Clear communication, especially around expectations, is key. If something goes wrong or we can’t meet an expectation, I believe in saying so clearly and explaining why and offering a plan. People appreciate honesty.
Sharon, who used to lead our digital audit team, really set the tone ; she was always open in her communication, and that carried over into how we work with clients.
Internally, that same mindset applies. We’re big on data security and follow strict protocols, from annual digital awareness training to simple habits like locking screens. It’s all about showing that we take data, and trust, seriously.
What’s the most valuable lesson you’ve learned so far as a customer service lead?
The most valuable lesson I’ve learned is the power of active listening. Truly listening what clients and stakeholders are saying, beyond just the words, builds trust and leads to better, more meaningful solutions. Innovation starts when you understand the real pain points, and that only happens when you really listen.
Do you have a story or anecdote from your work?
One moment that really stands out was when we onboarded one of our biggest clients, and our system couldn’t handle the sudden traffic. Everything broke down and audits couldn’t go through, so we were getting flooded with calls.
Even though we were in different time zones, from the US to Ireland, our global team jumped in: devs, support, everyone. Within the hour, the issue was fixed. It reminded me how powerful teamwork can be, even across time zones. That kind of fast, coordinated response is something I’ll never forget.
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