Customer Support
Mia -> Jeff -> Justin
What is the escalation process?
New manager of the merchant support team
Who is Jess Lumb?
Kafene co-founders
Who are Neal Desai and James Schular?
Acima, Progressive Leasing, Aarons
Who are competitors of Kafene?
Communicate via phone/text to customers
What is Dialpad?
30 seconds
What is time we want to keep under to make first contact with the customer via Slaask?
Newest agents to merchant support
Who are Amanda and Sarah?
Second hire at Kafene
Who is Justin Miller?
Number of times more than retail price the customer will pay
What are turns?
SSN verification for manual review
What is idiCore?
Field Visit company
Who is NCCI?
System used for tickets
What is Hubspot
Chief Risk Officer
Who is Ali?
Customers have 90* days from the date their items are marked as delivered to pay
What is an EPO (Early Purchase Option)?
Knowledge Management System
What is Guru?
10% above initial amount.
What is the % that we can auto approve the initial approval amount (without escalation)?
A core value in Kafene - 'F'
What is Fanatical?
We offer bespoke options based on a customer's risk, and lowest customer payments in the industry
What is Full Spectrum lease options?
Manual review slack channels
What are #manual-review, #applications, #doc-uploader?
60 Days
What is the longest we are able to defer payments?
The two 'E's in the Kafene core values.
What are Endurance and Ethical?
Payment processor
What is Stripe?