In Episode 2 of “What Customers Want,” a four-part podcast series on Fintech Takes, host Alex Johnson is joined again by Corey Besaw, Co-Founder of Ubiquity & President of APAC.
They sit down with Marcus Vinson, Chime’s first full-time fraud manager, to dig into one of fintech’s most complex topics: scaling customer service in the midst of explosive growth.
Customer service can be a fintech’s secret weapon (or its Achilles’ heel) when it comes to growth. Chime’s journey is a powerful example of this balancing act. In 2017, Chime’s support system was a mix of outsourced and in-house teams. Fast-forward just a few years, and Chime’s customer base had skyrocketed by 4,000%. The pressure on Customer Support became immense, leading to critical decisions about how to manage scalability while staying true to a customer-first ethos.
In this episode, Alex, Corey, and Marcus discuss:
The Outsourcing Balancing Act: As fintechs scale, blending in-house teams with outsourcing partners like Ubiquity becomes crucial. They explore how fintechs can leverage these partnerships without losing quality or consistency.
Data-Driven Fraud Detection: With fraud on the rise, especially first-party fraud, fintechs need to prioritize early investments in scalable, automated fraud prevention. Marcus shares how Chime’s proactive alignment with bank sponsors helped it stay ahead.
Defining Success Through Structure: Amid rapid change, building structured systems that rely on metrics, not just gut feelings, becomes critical. Fintechs need to know what to measure to define success without losing the human touch that sets them apart.
This episode is a master class in how fintechs can navigate customer-service growth while tackling fraud, scaling partnerships, and keeping customer experience at the forefront. Ready to dive into the challenges and opportunities of scaling customer service in fintech? Tune in to Episode 2 of “What Customers Want,” and get ready for more insights in the upcoming episodes.
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