TrueAccord’s 2018 Predictions for Debt Collections Market

By on February 1st, 2018 in Debt Collection, Industry Insights

The year 2017 was full of intriguing developments in the US debt collection industry.

  • The Consumer Financial Protection Bureau published a report that revealed debt collection was the issue most complained about by American consumers. Along with mortgage-related complaints, debt collection makes up about half of the 1.2million issues raised with the CFPB since it started accepting complaints in 2011.
  • The Federal Communications Commission adopted a new set of rules aimed at shutting down robocalls, an engagement method which has long been used by traditional collection agencies.
  • And, despite a growing regulatory pressure matched by increasing consumer demand, the pace of technological and product innovation in the space remained slow.

As we move through the early weeks of 2018, it is time for us to assess how the debt collection landscape might change and advance in the coming year. Here are our predictions for the rest of 2018.

Levels of consumer debt in the United States will continue to rise

Midway through 2017, Nasdaq.com commented that consumer debt in the US was rising at an “alarming” pace. In the second week of 2018, it was clear that that trend shows no sign of slacking, as NowThis reported that credit card debt had reached an all-time high of $1.023trillion. Student loans have become the largest source of household debt outside of mortgages. The most recent reports indicate a total US student loan debt of $1.48 trillion – that’s an average of more than $37,000 per graduate. And the student loan delinquency rate is 11.2%.  Car loans are also rising. Automotive News confirmed in September that Americans owe $1.1tr in auto loans – a new record.  At the same time, the cost of consumer goods and services is also increasing. The cost of several major areas of household expenditure – including medical expenses, housing, and food and beverages – has increased faster than income growth since 2007. The American economy is strong and shows every sign of remaining so in the coming months. And while the economy remains strong, people across the nation will keep spending. The need for a new generation of consumer-centric, automated, technology-driven debt collection experiences has never been greater.

Traditional methods of debt collection will become progressively less effective

The total recovered by debt collectors has declined steadily in recent years, falling from $13.3billion in 2012 to $11.4bn in 2016. At the same time, the CFPB reports that the net credit card charge-off rate – a handy barometer of the efficiency of debt collection – has risen gradually from a low of 3.8% in the second quarter of 2015 to 4.9% in the second quarter of 2017. One of the reasons why less debt is being recovered is the methods which have traditionally been used. Telephone calls and letters are not how modern consumers want to be approached. They find it easier to block phone calls; they want an interactive, user-friendly solution that is tailored to their needs and allows them to use their preferred technology in a way and at a time that suits them.

There is an app for everything these days. The average internet user now spends more than two hours a day on social media and messaging services. All consumers are spending more and more time online and millennials, the largest demographic in debt today, spend an average of 223 minutes each day – more than three-and-a-half hours – on their mobile devices, up from 188 minutes in 2016. And yet the debt collection space has not seen the sort of technological innovations that will allow it to keep pace with this new mobile-first age. Agencies are reacting by consolidating for scale but, as the CFPB report stated, they are still using the same methods for collection.

The debt collection industry will need to start investing in technology and creating customer-centric experiences

To counter the above trends, it’s imperative that debt collection agencies invest in data-driven technology that allows them to learn about, and understand, the behavior of the consumer. In short, they need to ask themselves the following questions:

  •   How can we have a conversation with consumers?
  •   How do we track their behavior?
  •   How do we then adjust our strategy to ensure better results?

It’s not just millennials. Older demographics also want a more customer-friendly, consumer-focused approach that is driven by digital technology. Consumers want to pay off their debt, but they want to do it in a way and at a pace that is convenient for them.  There needs to be a shift in creating tools that make it easier to pay off debt, so more people will do it. That means investing in the technology that allows for a user-friendly, omnichannel approach.  Flexibility, convenience and a great user experience are key to more debt being recovered. The industry has to begin its shift to use technology, automate and implement user-centric approaches to collections to keep pace with increasing levels of debt and consumer preferences.  

The pace of Fintech innovation will continue to be high

While the gap between spending and debt collection by traditional agencies continues to grow because of a reliance on outdated methods, in the banking and investment spheres there has been a large number of entrants that have quickly gained market share.  The wealth management space has seen disruption by newcomers such as Wealthfront, RobinHood, and Betterment offering financial planning and investing for just about anyone.  By lowering the barrier to entry and creating great user experiences they have been able to quickly penetrate the market and to go head to head with the more traditional established firms.  Challenger brands such LendingClub and SoFi are also re-imagining the lending pace, making it easier for consumers to access alternative loans.  These disruptors are bringing great marketing and compelling user experiences as a way to differentiate and gain market share with much smaller teams. As a result, they are challenging and changing consumers’ behavior. The debt collection industry needs to aspire to a similar agility simply to be able to keep pace with this hi-tech innovation.

Emerging companies will need to devise strategies to tackle debt collection

Emerging brands in the consumer space who are looking to grow retention and advocacy will need to address the issue of debt collection. They need to absorb the lessons of the current landscape and integrate optimal collection practices into their customer proposition sooner than later. As well as recovering more debt, this process will by definition help to increase customer retention. Emerging brands tend to focus first on growth and, as a result, they lack the expertise to carry out collections in-house and do not relate to traditional agencies’ methods and values. While they are focusing on their core offering, it is important that they embrace a more forward-looking method of debt collection. They will need collections processes that align with their organizational core values and their customer’s preferences, putting more pressure for innovation in the collections space.

Podcast: Creating a Positive Impact in Debt Collection Using Technology and Building Consumer-Centric Experiences

By on January 29th, 2018 in Compliance, Debt Collection, Industry Insights, Machine Learning, Product and Technology

Our CEO, Ohad Samet’s, recorded a podcast with Lend Academy discussing the positive impact technology is creating in the collections space and the need for more innovation. Will discuss TrueAccord’s unique approach to debt collection using data-driven, digital communications to create deeply personalized consumer experiences.  The podcast also covers the current state of the collections industry and where it’s likely headed as regulatory pressure, consumer preferences and compliance requirements converge.  Will cover how TrueAccord is using machine learning to deliver deeply personalized and engaging experiences for consumers while achieving higher recovery rates across various debt types.

Tune in and learn:

  • The state of the debt collection industry today and where it’s headed
  • How the use of machine learning is personalizing the debt collections experience for greater conversions
  • Why code-driven compliance outperforms traditional collections practices by reducing risk to organizations
  • How understanding consumers’ preferences for easy, self-service options with flexibility empowers  more consumers to pay off their debt and get on a path to financial health 

If you’re rather read the transcript, download it here.

Using Your Tax Refund To Repay Debt: Taking a Consumer-Centric Approach

By on January 23rd, 2018 in Debt Collection, Industry Insights

How appropriate is it that the Tax Season starts on December 31st?  The day before so many of us gear up for our New Year’s resolutions, often involving some sort of fitness goals or better eating habits, but sometimes the best intentions can fall flat, according to US News 80% of New Year’s resolutions fail by mid-February.

There are clear similarities between the mindset that will help you to achieve your fitness goals and the one required to pay off a debt successfully. It’s all about pacing yourself and setting realistic expectations in the beginning. If you set an over-ambitious goal and aim too high, there’s a greater chance that you will quickly become disheartened and abandon your campaign. By setting a steady pace and you will feel accomplished, motivated to keep going, with a much greater likelihood of a positive long-term outcome.

Set realistic goals   

We know you that many of you intend to use your tax refunds to pay down your debt. According to a survey conducted by Credit Karma 62% or those surveyed expect to get a tax refund, and 40% of those plan to spend the money to pay down their debt.  We want to help you be successful, and help turn your intentions into actions.  TrueAccord will start the conversation early, using positive and encouraging content to motivate you towards getting started. We know you have choices to make, and we know that by building trust and creating a positive conversation we can help you to get started with your repayment process, and towards your better financial future.

TrueAccord approach

TrueAccord is leading the way in providing new, easy, digital, customer-focused ways for debt collections process.  We are building a process that fits your needs.  But even when you do want to pay it off, it can be really hard to get started.  You may feel overwhelmed, fear it will take forever, after all, average credit card rates today are around 12.5%, significantly adding to the length of time and payment amounts. This is where the flexibility of payment plans and the best digital user-experience sets us apart from any other collections process you may have experienced.

The power of positive communications and UX

We’re not like traditional, old-fashioned agencies who turn up the heat by making more calls and sending more letters. This is not a user experience that will motivate people to take action, in fact, it can do quite the opposite.

TrueAccord starts the conversation as early as December, building on your own intentions and keeping debt repayment at the top of your mind.  We focus on encouraging messages personalized to individual situations, with the built-in flexibility needed to figure out what will work for each consumer.  And we give you the tools that make it fast and easy to repay, with on-demand access to a personalized dashboard via a mobile phone, tablet or desktop. It’s part of our mission to redefine the debt collection process by making it more personal and user-friendly.

Choices for a personalized approach 

TrueAccord offers a variety of payment plans on a regular basis, and during the tax season, we test more options to give you more ways to get engaged.  Some of you may pick to pay a larger sum up front and then smaller amounts going forward, or you may set up the first payment in advance of the refund day, or start out with smaller amounts and gradually increase over time. We test different messages and offer a variety of options to see what works; it’s all part of the personal approach. Again, the similarities with a New Year fitness campaign are compelling. Everybody has a different target and a variety of ways and means to get there. But as long as you feel better, fitter and happier with your financial world by the end of the process, we’ll be happy too.

Welcome 2018!

By on January 5th, 2018 in Company News, Culture

Happy New Year! As we look back at 2017, we are thankful for a year full of growth for the company and for our team.  We hit some amazing milestones that could not have been possible without a smart, strong, passionate and dedicated team.

December is a month of celebrations, and we had an amazing holiday party to end the year.  We shed our casual work attire and had fun dressing to the nines and dancing the night away.

Of course, December is also a great time to give back and help those less fortunate.  We partnered with the San Francisco Fire Department for their Annual SFFD Holiday Toy Drive and were able to provide gifts to a number of program recipients. There are a few of us here at TrueAccord who benefitted from this program as kids, so it was awesome to see things come full circle. The SFFD Toy Program has been in operation since 1949 and strives to ensure all kids have a great holiday season full of toys. The team loved the idea of giving back and we hope to do more events like this in the future.

Our team continues to grow, we welcomed the final hires for 2017: Aviv Peretz, Senior Data Scientist / Cherlynne Serafino-King, Talen Acquisition Partner /Rocky Chau, Customer Engagement Specialist

Looking forward to what 2018 has in store.

Life at TrueAccord: November Edition

By on December 8th, 2017 in Company News, Culture

It’s been a really busy month for us at TrueAccord, and we’re a little late in posting, we almost can’t believe it’s December.  We’ve had some incredible highlights from November, the biggest was closing our Series B, which is going to help us grow our team and continue with our mission to change the debt collection space for good.  We have tons of open positions, and lots more coming next year.

Our team continues to grow, with a bunch of new team members coming on board: Marques Moore (Front Office Assistant), Jacob Hunt (Integration Engineer), Juan Gonzalez (Integration Engineer), Robert Rodriguez (Customer Success Manager), Jas Kao (Client Success Specialist), and Young Xu (Product Manager).

Of course, we always take the time for our happy hours and celebrating!  Nothing says November more than pumpkins and turkey.

As the weather cools down and the holiday season is just around the corner, we took some time to warm up with some jazz, sweets and hot chocolate.

TrueAccord Closes $22M Series B

By on November 14th, 2017 in Company News, Industry Insights
TrueAccord Blog

Debt Collections Technology Company Builds on Early Success for Sustained Growth and Innovation

November 14, San Francisco, CA – TrueAccord, the company driving transformation in the debt collection market, announced today that is has closed $22M in additional funding.  Arbor Ventures led the round, with participation from existing and new investors, Nyca Investment Partnership, Assurant Growth Investing, Caffeinated Capital Fund, Felicis Venture, TenOneTen and Crystal Towers. The Series B funding follows a period of sustained and rapid growth for TrueAccord which is providing exceptional customer experience for consumers in debt for nationally recognized financial institutions, debt buyers, lenders, and technology companies increase their recovery rates.

This additional investment will fund TrueAccord’s strategic growth initiatives, including ongoing product development and innovation of its customer-focused platform, providing world-class audit and compliance functionality, continued expansion into vertical markets, client acquisition and retention, and hiring.

“TrueAccord is redefining the debt collections industry through a digital approach for debt recovery. It is achieving higher customer engagement, satisfaction, and recovery rates through its data-driven platform, which tailors the collection process to individual consumer preferences,” said Melissa Guzy, Co-founder and Managing Partner of Arbor Ventures. “This unique approach is making a positive impact on an overlooked industry, ripe for innovation, impacting a major societal issue by empowering many of the estimated 77 million people in debt, to get on a path to better financial health.”

Since closing its Series A round in 2015, TrueAccord has reached a number of significant milestones, including:

  • Customer Expansion: Between 2016 and 2017, TrueAccord grew the accounts it collects by 2.5x with more than 2.0 million customers on its platform since inception.
  • Strong ROI: TrueAccord has demonstrated exceptional recovery results beating traditional agencies’ debt collection rates by a minimum of 50% to upwards of 500%.
  • Client Acquisition: TrueAccord’s clients include top 10 issuers, leading creditors, and technology companies such as Yelp! and LendUp with more than $1.5 billion of debt flowing through the platform since 2014.

“It was the personal experience of dealing with a debt collector that made me realize the traditional collections industry was ripe for disruption with technology innovation and a more human approach,” said Ohad Samet, Chief Executive Officer of TrueAccord. “With changing consumer preferences, strong regulatory support for innovation, and clients who understand a customer-focus collection process is good for their business, we’re experiencing tremendous demand from the market. We are seizing this opportunity to use machine learning to humanize debt collection for good.”

About Arbor Ventures

Arbor Ventures is a global early-stage venture capital firm focused on shaping the way the world transacts by investing in early-stage companies at the intersection of financial services, big data, and digital commerce, through partnering with extraordinary founders, and accelerating the growth of next gen FinTech, facilitated by unparalleled strategic networks.

About TrueAccord

Founded in 2013, TrueAccord’s data-driven debt collection platform is disrupting the collections industry by helping businesses collect more debt online than traditional methods. True Accord’s platform is powered by machine learning with a decision engine that analyzes consumer behavior and delivers personalized experiences by communicating with consumers at the right time in the right channel with payment options that meet their needs. TrueAccord is providing exceptional recovery rates for top 10 financial institutions, debt buyers, lenders, and technology companies, and is empowering many of the estimated 77 million consumers who are in debt every year to get on a path to better financial health.  To learn more, visit TrueAccord.

 

Press Inquiries:

Sandy Pfaff, Pfaff PR

sandy@pfaffpr.com

415-819-7447

Life at TrueAccord: October Edition

By on November 2nd, 2017 in Company News, Culture

October has been chalk full of fun, continued growth, and a few firsts here at TrueAccord.  Our weekly themed happy hours continue, and this month we had a wine and cheese tasting, introducing our pallets to some French wines to swirl and sniff for a much-needed break in the middle of the week.

With our rapid growth, we are looking to grow our team and attended a few career fairs, including the SF LGTB fair at LinkedIn.

Another first, we hosted an SF Bay Area Machine Learning meetup at our office and had a packed house of 110 attendees, lots of networking, tech talks, and of course great food and beer.  Meetups are a huge part of the SF tech culture and a great way to talk about what we do by bringing in a crowd into our office to help our hiring and brand awareness efforts.  Check out Chief Innovation Officer/co-founder, Nadav Samet talk about how we use machine learning to humanize debt collection.

We added quite a few new members, soon will be entering the triple digits!

Lauren Sawicki, Director of collections, Parris Preston, Customer Support Specialist, Veronica Tong, Data Entry Specialist, Marc Jackson, Technical Recruiter, Patsy Cunningham, Compliance Auditor, Yelizaveta Geurkova, Customer Support Specialist, Trisha Cole, Customer Support Specialist, Karina Munoz, Customer Support Specialist, and James Reynolds, Customer Support Specialist.

The Voice of the Consumer: Motivation to Pay Off the Debt

By on October 31st, 2017 in Debt Collection, Industry Insights, User Experience

Today, data science and analytics are empowering organizations to analyze user behavior and create better user experiences that drive success.  Big data and scale are top of mind as companies compete for market share and aim to deliver the best user experience possible. While powerful tools and testing can tell us a lot about what users want and how they interact with applications, features, and content, neither tells the whole story. It is still important to talk to your users in a traditional sense, by picking up the phone and having a conversation to understand how they feel and ask questions that data cannot fully answer. 

At TrueAccord we touch millions of consumers by empowering them to pay off their debt and reach financial health through a personalized, digital, self-managed process.  We are providing a powerful platform that is connecting our customers and consumers in debt during a sensitive process.  We are constantly testing and improving our product for better engagement and conversion, but when it comes to questions like, “how does it feel to be in this situation?” or “did you experience collections with other agencies? If yes, what was the process like and how did it make you feel?”, the only way to get valuable feedback is to have a conversation with consumers.  Their answers help us form an understanding of our users’ needs and shape more quantitative research. We want to understand how our users think and feel so we can better serve them. 

Meet a few of the consumers that have recently used TrueAccord for their debt repayment process:

Stacy: from suspicion to delight

Tell me a bit about yourself.

Stacy is a 29-year-old, married woman with one child and works in the medical field.

Do you remember when you received your first TrueAccord Email?

I was surprised to get an email, it wasn’t the usual process that I had experienced with other collections agencies.  So at first I ignored them and didn’t open them, but when I finally opened and read it, and did a little research on the company, I realized how easy this was going to be.  I could see my total balance, pick a payment plan and do everything online. It was so refreshing to have an easy and friendly process.  I love that it was digital, that’s what I’m used to with other services, and it really made it stress-free to manage the process myself and not to have to talk to anyone.

Have you ever dealt with traditional agencies?

Yes, I had previous debt, I got letters in the mail, so I called in good faith, I know I owed the money and wanted to pay it off, and they made everything so difficult and were incredibly unprofessional.  I wasted more than 30 minutes of my time talking to them, it was so frustrating.  

What can we do better?

It would be great to have some tools and content to learn how to manage my credit and budget. Sometimes when you’re in debt you may not know where to start and then it’s easy to just ignore the problem.  There are a lot of tools out there, it’s just making it top of mind is important.

Josh: sometimes all you need is a reminder

Tell me a bit about yourself.

Josh is 27 years old, engaged, lives in Colorado Springs, has a 4-year degree and works in digital marketing.

Can you tell me a bit about the situation you were in?

It was a dispute with a ticket reseller, and I was going back and forth with them regarding the issue, but it was taking a while and getting frustrating.  It was an honest mistake on my part that just turned out to be expensive. Then all of a sudden, I received an email from TrueAccord.

What did it feel like to receive the first TrueAccord email?

Honestly, I was surprised that they sent me to collections so fast, but I liked the fact that I could take care of it online, it felt more professional and user-friendly.  I paid it off right away, I didn’t want to have it impact my credit in a negative way.  

Have you dealt with other collections agencies, what was the process like?

I had medical debt previously that I had to deal with, it was a very frustrating process, they called me all the time, sent letters, called my employer, it felt like there ware no limits on what they could do. I needed someone to work with me and help me through the process.  

What was your experience with TrueAccord?

I was very impressed with TrueAccord, it was so easy to use, everything was digital and the communications were professional.  I could see my account overview, decide how and when to pay and do everything online. Getting a phone call in this age is so outdated, and easy to ignore.  The fact that I could do it online motivated me to pay faster.

Do you have any feedback for us?

Continue to do what you’re doing, keep it easy and digital, adding humans to the process adds an embarrassing element and frustration, it just adds emotion that is not helpful during this process.  People respond to being treated well and respected and given options that are on their terms.

What about learning more about how to manage debt?

I think when you’re younger you need to understand more about credit, if not managed well it can negatively impact your finances, so having more information on the site would be a great opportunity to help educate people.  

Vera: a positive process in hard times

Tell me a bit about yourself.

Vera is 30 years old, single, lives in Flower Mound, Texas, and works in digital advertising.

Tell me a bit more about the debt?

It was a payday loan, and I hit a rough time and couldn’t make the payments.  I’ve had other times where I was in debt, it’s not a great feeling, it hangs over you.

Did the original creditor try to collect from you?

They did, it wasn’t easy, they called me and I ignored the calls, in order to pay I had to call them, and I just didn’t feel like it.  

What happened when you were contacted by TrueAccord?

When I received my first email from TrueAccord, I began paying within a week.  The fact that it was digital had a lot to do with it, the process was positive, easy and I was ready to pay and put the debt behind me. Not having to talk to someone makes it a better experience. I use a lot of other apps, it’s just what I expect these days.

Have you used other resources for learning about debt or managing finances?

I use several apps: Credit Karma, Credit Sesame, WalletHub, I also like the Reddit forums, there is a lot of information about debt out there, and it’s easy to talk to strangers online where you’re anonymous.  For me, debt is a private issue so it’s not something I would widely talk about, just with close friends and family.

Richard: ease of use made the difference

Tell me a bit about yourself.

Richard, 35 years old, single, lives in Seattle and works in technology

Do you remember getting your first TrueAccord email?

I got an email and I paid my debt within the week.  It’s not a great feeling to be in debt, no matter how small the amount is.  

What was your experience with other agencies?

The process is always so time-consuming and difficult, they always call or just sent letters in the mail, these days that is not an experience I want to deal with.

How was your experience with TrueAccord?

TrueAccord was spectacular, I could just sit in front of my computer and take care of it.

Do you have any feedback for us?

Continue to work with people, help them if they need it.  Giving them the ability to do things online is easy to manage and convenient.  I think having options is helpful, choosing payment plan vs paying it off in a lump sum, flexibility is so important.

This is the first time I have ever had a call from an agency after having debt, it feels great to be asked for feedback.  Shows you genuinely care about what you’re doing and the people you work with.

What other financial services do you use or like?

I use Mint, Credit Karma, and my bank’s financial management tools.  I know how to manage my debt, but sometimes you can still get into trouble.  The are also a lot of blogs out there, so the content is there, but sharing with people during this time might be a good way to help them, people don’t always want to talk about this issue, or have someone to talk to.

Our users have strong opinions

From these conversations, it’s clear how much digital, self-managed experiences drive a more positive, trusted, and easy interaction for both sides.  How we feel has a lot to do with how we act, and by empowering consumers to make their own decisions and giving them the control and flexibility they want, we see they are more motivated to engage and pay.  Continuing the conversation, testing, and data analysis are at the forefront of what we do.   We are going to continue to bring great user experiences and new features to improve and enhance the TrueAccord experience to help consumers reach financial health.  

 

Consumer in Crisis: What To Do When Disaster Strikes

By on October 24th, 2017 in Company News, Culture, Debt Collection, Industry Insights, User Experience

Hurricanes, wildfires, floods. We’ve certainly seen our fair share of natural disasters in the past few months. Sometimes, disasters are more personal such as losing a job, losing a loved one or facing an unexpected medical condition. When these crises happen, financial institutions and debt collectors want to do whatever they can to ease the burden, if only for a short time. The key? Communicating early, communicating often, and asking for relief whenever it is available.

It may be hard to imagine that our bank or lender cares about our circumstances. That is often not true. Financial institutions work within communities and understand the need to support them. That’s true for debt collection as well.

The premise we work with is that people want to pay their debt, they just need the right tools. They also need to be treated like people which is why we offer personalized approaches to each customers’ unique situation.

When paying debt is not possible, it’s in everyone’s interest to find other solutions. At TrueAccord, many clients proactively ask us to stop collecting in crisis-struck areas, and we often do so ourselves. Hardship programs allow us to provide longer and even more flexible payment plans, delay collection attempts and sometimes pause collection efforts for a long period of time.

Many consumers don’t hear about these options – or even consider that there may be another solution available to them – because they choose to disengage with financial institutions and debt collectors. This can make a bad situation worse. We, and your bank, may not be aware of your situation. We understand that calling us may be the last thing on your mind. That’s why you can email us, and in some cases text or write to us on social media. Reaching out will allow you to get in front of the situation early. For your financial institution, it will help them support you sooner and more effectively.

If you are in a crisis, talk to your bank, talk to TrueAccord, and explore your options. While we may not be able to solve every problem, we’re here to help as much as we can.

 

Life at TrueAccord: September Edition

By on October 2nd, 2017 in Company News, Culture

September has been a busy month at TrueAccord. We wanted to share some of the highlights as we take a break from it all and enjoy some themed food and drinks at our weekly happy hour. Since September in SF is one of the nicest months, we took our happy hour to a rooftop BBQ in SOMA, we just couldn’t pass up the opportunity to hold on to summer for a bit longer and enjoy a great evening with our coworkers.

We are also growing quickly, all our teams are expanding, and we added some key hires in September to help us delight our customers and build a platform for financial health. We added David Han (Implementation Manager), Tim Collins (Chief Compliance Officer), Gopi Karunamoorthy (Accounting Assistant), Adam Gomez (Senior People Operations Associate), Matt Botts (Customer Success Manager), Lilia Paz (Customer Engagement Specialist) Nick Bright (Customer Engagement Specialist), Tyler Watt (Customer Engagement Specialist). Come work with us!