Marcus Vinson

Marcus Vinson, Chime’s first full-time fraud manager, dives into the challenges of scaling customer support in fintech during explosive growth. He shares insights on balancing in-house teams with outsourced partnerships to maintain quality. Vinson emphasizes the urgency of investing in data-driven fraud detection as scams increase, particularly first-party fraud. He discusses the importance of structured systems and clear metrics to navigate constant change and ensure effective customer service.